Call Centre Manager at ASUS

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.