PAS Solar Limited is a photo voltaic vitality firm offering Electricity to Off-Grid prospects for an inexpensive month-to-month price.
We are recruiting to fill the place beneath:
Job Title: Customer Care Supervisor
Reports To: Country Manager Or Designee & Logistics & Repair Manager
Support: Regional Area Manager/Logistics & Repair Manager/
- As an Inbound and Outbound Contact Center Team Lead you’ve got a chance to problem your self and assist others obtain most name metrics efficiency
- You and your group are the voice of PAS BBOXX model to our prospects as such you’re anticipated to signify our model, services with every interplay you’ve got with a buyer or potential buyer
- In this function you’re anticipated to make sure that all Customer Care Staff members adhere to the established efficiency indicators of the division and that buyer lovers are created by means of the promotion of PAS BBOXX’S services
- You will lead your group in finishing up outbound contacts to all PAS BBOXX’s prospects in accordance with our after-sales debt administration processes.
Essential Competencies, Duties and Responsibilities (Including however not restricted to)
Functional Success Factors:
- Ability to arrange and direct the day-to-day actions associated to the operation of the Call Center (Customer Care Team Operations)
- Handled escalation from Customer Care Team and subject Hubs to resolve buyer considerations and complaints concerning technical points and supply follow-up interactions with prospects to examine on degree of satisfaction.
- You are anticipated to hold out efficiency monitoring, measuring and analysis of all brokers to enhance effectivity.
- Ensure that group members get hold of the suitable coaching and help to finest apply their data and abilities on the job.
- Determines work procedures, prepares work schedules and expedites workflow
- Acts as a source of data to Customer Care Team by answering questions, assigning duties, follow-ups and provides directions as essential.
- You are anticipated to handle precedence points, full name logs, keep and replace buyer knowledge in CRM.
- Expected to observe service calls to look at worker demeanor, technical accuracy and conformity to firm insurance policies.
Managing Customer Service:
- Ability to keep up a high-level customer support tradition bolstered by efficient buyer interplay and follow-ups.
- Effectively executing buyer follow-up to encourage adherence to cost plan
- Aligns group with actions that may guarantee Call Center Performance targets are met.
- Demonstrate sturdy understanding of product pointers, utilization and product efficiency.
- Monitors particular person, group and name heart outcomes to determine and act on each constructive and detrimental efficiency developments to make sure attainment of income targets and efficiency targets.
- Coordinate with the Retail Supervisor in resolving product restoration course of from unpaid shoppers
- Exceptional data of and adherence to all firm insurance policies and procedures.
- Coordinate with Retail Sales Supervisor, Retail Area Manager and Shop Manager to compile and replace set up knowledge into the database.
- Liaised with subject workers to supply technical help to prospects and inner stakeholders concerning programs points like (CU’s and different associated technical complaints).
- Provide oversight to CC to make sure technicians observe and doc installations in addition to observe up affirmation calls.
- Responsible for updating and monitoring buyer cost within the system.
- Provide cost help to the cell cash brokers and troubleshoot any technical and cost points.
- Effectively present technical help to Repair and Logistics Manager concerning system Swaps and defective CUs
- Effectively observe pending disabled and pending allow buyer CUs within the ERP system and replace it as essential.
Key Performance Attributes:
- Excellent verbal communication, listening and cellphone abilities
- Good motivational abilities and enthusiasm
- Excellence knowledge entry abilities and a focus to particulars
- Strong persuasive and resilience abilities (capacity to work properly beneath stress and excessive stress
- Strong constructive perspective
- Strong group and time administration abilities.
- You are a sturdy drawback solver and in a position to perceive and adapt to prospects’ wants
- You are a sturdy communicator with nice customer support orientation
- 1+ year minimal expertise in Team Management, Call Center, and Team Lead
- Candidate should be fluent in Hausa and English (Written and Oral)
- Bachelor’s Degree, HND or equal work expertise most popular
- Working data of pc programs (MS Office, Web understanding)
- Ability to maneuver across the workplace and Call Center surroundings
- Ability to function workplace pc and different gear.
How to Apply
Interested and certified candidates ought to send their a Cover Letter and up to date copy of their CV to: [email protected] Applications ought to embrace “Customer Care Supervisor” within the e-mail topic header
Application Deadline 20th August, 2019.
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