Manager Customer Care Back Office (GSM & M-Pesa)

Manager Customer Care Back Office (GSM & M-Pesa)
Manager Customer Care Back Office (GSM & M-Pesa)

9 Julho, 2019

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Role purpose:

To resolve Customers’ queries sent to the 2nd & 3rd support line, analyse the type of queries to find the root-cause with the support of the different stakeholders and assure that the situation is permanently resolved. To guarantee speed in the Customers’ queries resolution.

Key accountabilities and decision ownership [max 5]: 

  •  Guarantee that the processes and procedures of the Back-office team is being followed and every other business unit follows them;
  •   Interact with the different stakeholders, internal and external, to guarantee that the SLAs are being accomplished;
  •    Assure that all the operational constraints are being resolved within the stipulated time on the SLA’s document;
  • Interact with the internal division areas to guarantee that the front office team are empowered – action to reduce tier 2 queries; and
  • Assure that Customers’ queries are resolved within the agreed timeframe, if not follow up with the specific area to improve the service, guaranteeing that the issue is resolved (root-cause analysis). 

Key performance indicators [max 3]:

  •   95% of Customer queries resolved in 4 hours;
  • 10% of Customers’ queries escalated to Back Office – 90% of Customer queries to be resolved on first line (Agent empowerment);
  • 10% of queries resolved on the 3rd line (technical support areas).

Core competencies, knowledge and experience [max 5]:

  •   Customer-obsessed;
  •  Result-driven;
  •  Detail oriented and used to work with tight time-frames and under pressure;
  • Strong service oriented mind-set;
  • Good cooperation and team management skills;
  • High level of self-dependence and self-organization as well as ability to use own initiative, prioritize and plan ahead;
  • Innovative attitude, challenging continuously the status quo and always looking for improvement;
  • Confidentiality and discretion is mandatory. 

Must have technical / professional qualifications:

  •   A degree in Business Management, Marketing or equivalent;
  •     Minimum 5 years of professional experience in big corporates, in Customer Services or Commercial; and
  • Computer proficiency (Microsoft packages)

Location : Edificio Vodacom Rua dos Desportistas, Numero 649  Maputo 

Job Type: Full-time

Employment Type : Permanent.

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Closing Date: 15-Jul-19, 11:59:00 PM

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