Team Leader – Customer Service

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Vodafone Fiji
  • Post Date: May 10, 2022
  • Applications 0
  • Views 133
Job Overview

Vodafone operates with speed, simplicity and trust to enrich people’s lives by connecting them to each other and the world. We are passionate about results and to be the best. We operate in a fast paced and ever changing environment to provide challenging and rewarding careers. At Vodafone we bring out the best in people, live our values and are passionate about what we do.

 Job Description

The Team Leader Call Center will be also responsible for the end to end customer service and ensuring customer satisfaction at all level. This role requires the suitable candidate to implement and deliver effective customer service in terms of sales and after sales process, centralization and follow up of all customer complaints.

 Desired Skills and Experience

Key Duties and Responsibilities

  • Efficiently manage the Call center Team and responsible for the day to day running of call center operations
  • Planning and operations of call centre business including inbound and outbound services
  • Identify new profitable and exciting channel to Market the organisation products and services.
  • Create an outbound sales, marketing and market research unit
  • Coach and drive the supervisors and call centre team to ensure consistent delivery of services
  • Generate daily, weekly and monthly reports on all call centre services outbound and inbound call
  • Generate monthly reports for internal and external clients on call center efficiency, customer complains management and team performance
  • Monitor the level and quality of service and sales.
  • Manage promotion events in the contact centres / direct sales along with the company’s scheduled events
  • Participate in the hiring, developing, training, and motivation of his/her team
  • Evaluate the performance of individual subordinates and coordinate with other channels to ensure conformity and alignment with the overall company strategy

 Requirements

  •  Degree in Computing Science, Business Studies, Management, Information Systems or equivalent
  •  At least 3-4 years of experience in the similar role
  •  Prepared to work on rostered shifts in a fast paced and demanding environment
  •  Applicants must be a self-starter and have good command of English both written and verbal with excellent communication skills.
  •  Be technology savvy and have a passion for excellence
  •  Fair knowledge on Vodafone products and services
  •  Be self-directed, have excellent initiative, innovative, be “on the go” and possess organizational skills

Visit https://www.vodafone.com.fj/about/about-us/careers-page/recruit130 to apply for the position.

 16/05/2022

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