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  • Posted: Aug 26, 2020
    Deadline: Not specified
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  • ASUS, a technology-oriented company blessed with one of the world's top R&D teams, is well-known for high quality and innovative technology. As a leading provider of 3C (computers, communications and consumer electronics) total solutions, ASUS offers a complete product portfolio to compete in the new millennium. We invest in our people and our tec...
    Read more about this company

     

    Call Centre Manager

    Job Description

    • Website FAQ maintenance
    • ASP locator maintenance
    • Manage outsourced call centre

    Only candidates that meets the below requirements will be considered for this position.

    Responsibilities

    • ASP locator maintenance
    • Manage outsourced call centre
    • Monitoring, Reporting, Analysis and Action plan for Daily, Weekly, Monthly and Quarterly KPIs (DSAT and CSAT, Answer Rate/Call SLA/FCR/TMSS/Chat SLA, ICR Conversation Rate, NPI Pass rate)
    • On time delivery of reporting and analysis
    • Monthly KPI invoicing
    • Translations of KB to local language if needed
    • Technical support and guidance of customer service team
    • Monitor the Service Delivery Quality according to Service Level Agreements.
    • Monitor team metrics to measure and manage customer service effectiveness.
    • Evaluate customer satisfaction support survey results and develop SMART action plans for
    • improvements.
    • Assist in process improvements for providing outstanding customer service
    • Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.
    • Hire, train and lead customer service team to deliver high class customer services.
    • Master critical situations and customer complaint.
    • Approachable for the team, Master critical situations and customer complaint.
    • Act as escalation window for the team and customers
    • Maintain in-depth working knowledge of the company’s brands, systems and processes.

    Requirements

    • Should be able to speak various South African languages
    • Strong customer focus & proven experience of challenging the status quo.
    • Creative & strong problem solving skills.
    • Proven ability to deliver results in a fast paced environment.
    • Attention to detail.
    • Good MS Office Experience in Excel & Powerpoint.
    • Own transport & Valid driver’s license.

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to ASUS on www.linkedin.com to apply

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