1 month ago

Job Summary

Call Center Supervisor uses his/her knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.

  • Minimum Qualification:Bachelor
  • Experience Level:Senior level
  • Experience Length:1 year

Job Description/Requirements

Main duties and responsibilities

  • Training and motivating the call center representatives to carry out their day-to-day activities.
  • Ensure that call center representatives understand and comply with the company policies in place.
  • Creating dockets for returning clients after proper verification of the information given.
  • Editing client’s details eg change of telephone number in the system after proper verification.
  • Consolidating and preparing daily reports on call data for management
  • Ensuring neatness of the office
  • Report any issue to management in a timely manner for the quickest attention possible.
  • Answering or making calls to customers to learn about and address their needs, complaints, or other issues with products or services.
  • Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
  • Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as may be required.
  • Building lasting relationships with clients and other call center team members based on trust and reliability.
  • Utilizing software, databases, scripts, and tools appropriately.
  • Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
  • Making sales or recommendations for products or services that may better suit client needs.
  • Taking part in training and other learning opportunities to expand knowledge of the company and position.
  • Adhering to all company policies and procedures.
  • Other duties may arise from time to time and as may be assigned by the supervisors.

 

Requirements

  • A university graduate
  • At least 3 years of work experience in customer care, banking, and related field
  • Strong oral communication skills
  • Extremely strong interpersonal skills
  • Innate empathy and compassion to deliver world-class customer service
  • Ability to operate under intense pressure
  • Computer literacy and proficiency and experience in common software such as MS Word and Excel
  • Strong analytical skill


How to apply.

Interested applicants should send their application, curriculum vitae, and copies of their academic credentials  through the Brightermonday Portal by Clicking on the 'Apply Now ' section

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