Manager Customer Service Centre for Zong Telecom.

Zong Want Manager Customer Service Centre for Zong Telecom.

Job Detail
Title: Manager Customer Service Centre
Total Position: 1
Industry: Telecommunication/ISP
Category: Customer Support
Type: Full Time/Permanent
Department: Customer Services
Location: Karachi, Hyderabad, Sargodha
Minimum Education: Masters
Degree Title: MBA from a reputable institution
Career Level: Manager
Minimum Experience: 2 Years(2 Years of working experience at frontline)
Apply By: Aug 11, 2011
Posted On: Aug 2, 2011
Job Description:
- Meet all Targets/KPIs set by the department Monitor & ensure that all CSC targets (Sales, Quality Service & KPIs) are achieved
- Ensure the smooth / effective customer handling by Customer Service Staff
- Floor Management (Smooth Customer Flow)
- To constantly look for innovative ways of improving the sales, customer service, staff performance and motivation
- CSC Profitability Manage operational cost and look into CSC profitability
- Maintain High Customer Satisfaction Level
- Responsible for achieving high customer satisfaction through high quality service delivery by staff
- Take accurate measures against feedback from customer service
- Ensure complaints are handled within the given time frame (All complaints logged with focus on FCR)
- Responsible for achieving high customer satisfaction through high quality service delivery by staff
- Take accurate measures against feedback from customer service (Use of queuematic reports to conduct analysis on customer activities and service provided by staff Employee Satisfaction Level
- To ensure proper administration and discipline in Customer Service Centre
- Responsible for high motivational level of the staff within the subunit Conduct periodic meeting with team to provide performance feedback
- Control employee churn rate
- Develop a team work culture, aligned with the overall culture of the Customer Service and Organization. Updated with Customer Service Policies & Procedures
- Complete understanding of Customer Service SOPs
- Code of conduct and a strict adherence
- Ensure that staff is following & implementing SOPs to execute customer requests
- Focus on First Contact Resolution (FCR), Complaint Management (Every complaint to be logged in system)
- Documentation and end to end process completion (Correct & complete customer documentation as per SOP)Management of daily Operations and Inventory
- Ensure full technical & system support to staff to increase work efficiency
- Conduct regular Financial Audits
- Implement proper check on inventory and stock movement (Issuance, & Sale)
- Zero month end closing with Finance
- Maintain proper documentation of financial activities (Stock, Petty/Floating Cash/Bank Deposit)
- Financial reconciliations
- Keep updated office stock, stationery, record of all Office inventory & Cash flow
Required Skills:
- 2 Years of working experience at front line
- MBA from a reputable institution
- Clear concepts of Sales & Services
- Managerial and Analytical skills
- Financial controls and Management
- Good Interpersonal & intra personal skills              Apply Now: hr@zong.com.pk
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Manager Customer Service Centre for Zong Telecom. Manager Customer Service Centre for Zong Telecom. Reviewed by Humza Group on 5:45 PM Rating: 5

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