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CALL CENTRE AGENTS - SALES

Posted 11.04.2021
44 views
Industry: Sales & Customer Service
Career level: Mid-level
Employment type: Full time
Job location: Kenya, Nairobi
Salary offered Negotiable

Requirements

Education: Bachelor's Degree
Experience: 0-2 years
Languages: English, Swahili
Driving license: No

Job role

Job Description/Requirements Roles & Responsibilities Duty CIC report Description - Weekly/ Daily CIC status report update. Evaluation / KPI Attitude & Response Target Task Type/ Reporting Daily/Weekly Duty CIC report Description - Daily CIC board calls update Evaluation / KPI Target Task Type/ Reporting Daily Duty CIC report Description - Up- to date CIC white board call status update Evaluation / KPI Target Task Type/ Reporting Periodic/Monthly Duty CIC report Description - Monthly report status sharing on need basis Evaluation / KPI Target Task Type/ Reporting Periodic Duty Digital Management Description - WhatsApp chat support & follow up Evaluation / KPI Target Task Type/ Reporting Periodic Duty Digital Management Description - WhatsApp CSAT Survey score & resolution rate Evaluation / KPI Target 4.0, 80% Task Type/ Reporting Monthly Duty Digital Management Description - Content Sharing on DB Portal Evaluation / KPI Target Task Type/ Reporting Daily Duty Digital Management Description - Digital Portion Quantity improvement PIC Evaluation / KPI Digital portion improvement Target > 50% Task Type/ Reporting Duty Repair scheduling Description - Follow up with own IH schedule in the system Evaluation / KPI TER monitoring Target TER. <10% Task Type/ Reporting Daily Duty Repair scheduling Description - Customer promise time management Evaluation / KPI - Repair accept and visiting within 48Hrs Target < 2D Task Type/ Reporting Duty LG.Com Management Description - lg.com e-mail response Evaluation / KPI Attitude & Response Target Task Type/ Reporting Periodic Duty LG.Com Management Description - VOC registration for lg.com customer feedback Evaluation / KPI Target Daily Task Type/ Reporting Daily Duty VOC & Detractor Management Description - VOC PIC--> Confirmation, contact & responsible PIC. Evaluation / KPI Target 1 Day Task Type/ Reporting Daily Duty VOC & Detractor Management Description - Follow up with all Disty PIC on monthly detractor status results Evaluation / KPI Target Task Type/ Reporting Weekly Duty VOC & Detractor Management Description - VOC analysis and result sharing with Disty & LG for action plan implementation Evaluation / KPI Target Monthly report status sharing Task Type/ Reporting Monthly Duty VOC & Detractor Management Description - NPS analysis and result sharing with Disty & LG - Action plan implementation Evaluation / KPI Target Task Type/ Reporting Monthly Duty VOC & Detractor Management Description - Detractor system management: Customer follow up and system update. For all Disty Evaluation / KPI - L/T < 2.0D Target 2.0D (ME target) Task Type/ Reporting Monthly Duty GCSC Emails Description - Emails response PIC Evaluation / KPI Target Task Type/ Reporting Daily Duty GCSC Emails Description - Response L/T monitoring Evaluation / KPI Response L/T Target 24 hrs response rate: > 90% Task Type/ Reporting Daily Duty GCSC Emails Description - Monthly customers querry compilaton, follow up response. Evaluation / KPI Attitude Target Attitude Task Type/ Reporting Monthly Duty GCSC Emails Description - Call counsel registration for emails querry Evaluation / KPI Target Task Type/ Reporting Daily Duty thinQ App Support Description - Respond to thinQ queries and comments on GSFS Evaluation / KPI Target Task Type/ Reporting Daily Duty thinQ App Support Description - Escalate App issues, customer suggestions to HQ developer Evaluation / KPI Target Task Type/ Reporting Collective 1. Pending Management 2. NPS Survey; Running the survey 3. Tele Sales Improvement 4. IH SVC Scheduling and follow up

Benefits

Company background

About us BrighterMonday is East Africa’s #1 job website Founded in Kenya in 2006 and operating in all East African markets, BrighterMonday is committed to the goal of maximizing the opportunities for East Africa’s job seekers and employers. BrighterMonday forms part of the investment portfolio of Ringier One Africa Media
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