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Making Outbound and Inbound Call
Responds to customer inquiries regarding orders
Review requests, ensuring all necessary information is included and route requests to the appropriate department
Identifying and reporting of problem areas, training, coaching needs with the focus of a development of the call centre in order to achieve the desired quality level
Keen to focus on customer satisfaction
Ability to maintain a co-operative working relationship with team leaders, agents and employer
Compiling weekly and monthly reports on assessment scores and as well to detect errors
Assess and monitor all calls in order to achieve a good quality level
Ensure all calls are resolved within the agreed SLA
Monitor calls to observe agents, technical accuracy and conformity to company policies
Identify errors/problems and discuss these with colleagues to improve techniques in handling calls
Ensure Key Performance Indicators are met.
Receiving customer queries, complaints and enquires.
Proffering solutions and or escalating to relevant department.
Log complaints and submit report on daily, weekly and monthly basis