Customer Service Manager at OSN Orbit Egypt
OSN Showtime network is the home of 85 channels filled with great value entertainment, offering viewers in the MENA region.
13.11.2011 | Cairo, Egypt | OSN - Orbit Showtime Network
Job Ref. #: JB1729773
• Provides support to the Contact Centres, Operations and sales teams to ensure outstanding customer service is provided.
• A multi-skilled associate with the ability to build and enhance the customer experience by increasing first call resolution, identifying process gaps and managing performance and quality reviews.
• Responsible for assessing levels of competence of all customer facing personnel.
• Assess and manage team development and improvements.
• Ensure commitment to FCR for all customer facing personnel by developing consistent feedback and follow up procedures.
• Ensure all service impacting KPI’s are achieved.
• Ensure all customer information is updated.
• Ensure 100% accuracy on data capture and accuracy on all transactions generated.
• Manage all dialer and out bound campaigns to ensure upgrade activity and swaps are completed in accordance with business requirements.
• Work with the customer service managers to ensure feedback and complaints are addressed appropriately and feedback sessions are documented where appropriate.
• Work with the sales and retention teams to identify gaps and reduce churn.
• Keep all new and existing applications current and up to date.
• Ensure all attendance and performance and personal files are updated monthly.
• Ensure all personnel are assessed on a quarterly basis.
• Ensure all personnel are allocated adequate training on new products, technology, systems and assessed appropriately following each training session.
• Bilingual - Arabic and English speaker is a must.
• Contact Centre Management experience.
• Pay-TV or subscription based operations background.
• Detailed knowledge of Contact Centre applications
- ACD, Avaya, Dialler and IBS.
• Strong leadership and management skills.
• Business process design experience.
• MS office - Excel, Word, PowerPoint and Visio.
- Customer Service Manager at OSN Orbit Egypt
- Online since
- 13.11.2011 14:23:35
- Available until
- Apply until
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