Job title : Call Coordinator – Randburg
Job Location : Gauteng, Randburg
Deadline : August 01, 2024
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Job Description
We are looking for a Call coordinator will play a crucial role in ensuring that our Service Desk delivers services to our client, a leader in providing exceptional entertainment and phenomenal content from all over the world, to millions of households in sub-Saharan Africa, delivering an unparalleled viewing experience through cutting-edge technology and platforms according to Altron standards. The Co coordinator’s primary responsibility will be to evaluate interactions between the Service Desk and clients, based on pre-selected criteria. The overall aim should be to help the business retain customers
Key responsibilities:
- To meet the monthly targets for evaluations per desk. Actively drive a reduction in failed QA results on an on-going basis
- Actively conduct QA activities that drive and support customer satisfaction across the service desk
- Analyse the reporting data to provide insight feedback and drive CSAT
- Submit weekly coaching requests consistently
- To host monthly TL and QA forums
- Alignment of scorecard criteria to business objectives
- Drive quality assurance activities that support knowledge or training outcomes across the service desk
- Drive QA activities directly related to Service, Process, Staff and Individual Improvement Plans
- Be actively involved in developing overall skills and knowledge
- Evaluating calls, critically assessing all correspondence on all communication channels in the company
- Adhering to high levels of quality standards and meeting QA targets
- Identify opportunities and make recommendations to add value to the quality assurance service provided
- Establish and maintain relationships with stakeholders to re-inforce and improve quality of calls
- Contribute to team performance by attending and participating in collaboration sessions
- Meet department requirements by adhering to call monitoring process
- Improve quality of calls by providing recommendations
- Ensure information is provided correctly to stakeholders by maintaining knowledge sharing with the team
- Analyse and understand client services to ensure QA and CSAT are aligned
- Recommendation of improvements and / or corrections to QA
Requirements for success in this position are:
- Minimum 5 years of relevant experience in ICT support/services
- Minimum 3 years’ experience servicing enterprise clients
- Minimum 2 years experience as a Call coordinator
- Minimum 3 years’ experience in customer service or call center experience
Education
- National Certificate Level 4 (N4) / Grade 12: Information Technology (Required)
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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