Duties and Responsibilities
Duties And Responsibilities (Include But Is Not Limited To)
To improve and maintain customer service excellence by reducing complaints within the cross-functional team
Resolve escalated cross-functional customer complaints efficiently and timeously
Resolve escalated client queries
Communicate openly and effectively with team
Provide support/advice to the Cross-functional Consultants
Discuss service excellence in morning staff meetings
Facilitate the coordination and communication between different teams
Attend Team Leader meetings every morning
Effectively use internal Skype conversations for information sharing
To ensure the contact centre equipment is working effectively
Check phones and equipment to ensure it is in working order
Hold staff briefing sessions if anything is not working correctly
Ensure call centre lines are working (MTN, Vodacom, and Cell C) by calling the lines at least 3 times per day
Escalate any issues immediately to the IT team
To compile and submit weekly and monthly reports for the cross-functional team
Ensure all information is included on weekly and monthly reports (including Team Dynamics, Themes, KPI’s, etc.)
Draw information from relevant systems
Capture relevant information onto spreadsheets
Compile the reports within specified time frames
Analyse the reports in order to make recommendations for improvements
To monitor call centre systems used by the cross-functional team
Monitor the scope desk and download call reports hourly
Monitor the back-office email and action within required timeframes
Monitor the tablets and action WhatsApp messages received
To Uphold The Company Brand
Provide professional customer service at all times
Give information based on the training received
Maintain customer confidentiality
Maintain knowledge of all company products
To Perform General People Management Functions
Accurately record cross-functional staff hours
Check and sign off timesheets
Collect incident reports
Perform onboarding for new cross-functional staff members and monitor their performance during their probation period
To conduct performance management functions to ensure effective running of the cross-functional team
Monitor individual team members' performance and targets
Prepare for and hold weekly KPI meetings with each team member
Coach and mentor staff when required
Listen in on calls to assess the quality of the service
Encourage effective use of Big-Ticket issues
Ensure all staff attend required training courses for new products
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