Job Category: Customer Service/Support
Job Type: Full Time
Job Location: Yaoundé;
Experience Level: 3 - 5 years
African Zone: Central African Republic
Duration: Unspecified Duration
Intel HR Consulting is looking for a “Customer Service Representative” for one of its clients.
Closing Date: August 02nd 2023
MAIN RESPONSABILITIES
The ideal candidate shall perform the following tasks
- Assist with updates to the client’s website as needed and directed by the Task Order Manager.
- Review applicable call center scripts to ensure that any and all updates are incorporated appropriately.
- Ensure that email templates or canned responses are up to date and accurate.
- Monitor case volume at the Call Center and Task Order Management escalation levels to ensure that all inquiries are answered within the predetermined timeframe.
- Monitor cases and calls addressed by Call Centers and provide feedback on the accuracy of their responses. Place mystery calls as requested.
- Manage the IVR and the recordings in place.
- Conduct onsite audits where feasible to ensure call center operations are being conducted within established guidelines.
- Ensure audit reports of these visits are maintained in Atlas via Management Reporting.
- Ensure coordination on an as-needed basis, for example with rescheduling due to closures, and only with prior approval from the Task Order Manager.
- Provide training to staff on appointment functionality in Atlas.
- Coordination with document delivery vendors to ensure processes are followed as stipulated per the SOP.
- Monitor document delivery incidents and ensure timely reporting on resolution.
- Conduct onsite audits where feasible to ensure document delivery operations are being conducted within established guidelines.
- Ensure audit reports of these visits are maintained in Atlas via Management Reporting.
- Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.
- Daily reconciliation of amounts swept versus receipts created.
- Conduct onsite audits where feasible to ensure fee collection operations are being conducted within established guidelines.
- Monitor greeter services and activities
- Ensure that greeters are properly dressed as stipulated in the parent contract.
- Coordinate, visit and communicate with the client on an as needed basis with prior approval of the Task Order Manager.
- Ensure that personnels are adequately equipped/trained to utilize clients services in the country or area assigned.
- Answer questions effectively and accurately from the client within agreed upon timeframe.
- Escalate cases as needed to the Task Order Manager.
- Communicate daily via email or teleconference with the Task Order Manager.
- Draft and assist in the development of Weekly, Monthly, SLA, Quality, and Risk Reports.
- Monitor Service Level Agreements or SLA metrics and report issues.
- Draft meeting minutes covering every phone or in person conference held with service vendors or personnels.
- Report to the Task Order Manager immediately should any evidence of malfeasance or fraud be detected and assist in the implementation of fraud prevention plan.
PROFILE/ SKILLS
The Candidate must have
- Bachelor’s or master’s Degree in any relevant field.
- Three to five years of relevant professional experience required.
- Experience in client relations and customer service management.
- Candidates must possess Visa processing experience or have consulate experience
- Call center experience valued.
- Fluency in spoken and written English, French and Dutch
- Experience in drafting concise written reports.
- Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, and PowerPoint).
- Excellent communication skills
- Very dynamic and fit
- Ability to work independently while being part of a virtual, effective team.
- Ability to manage multiple priorities and complete tasks/projects in accordance with established deadlines.
- Flexibility in work hours and full availability during work week.
- Ability to conduct research to solve problems and execute solutions.
- High level of punctuality, work ethic and discretion.
- Ability to build and maintain effective relationships with the client, team members, and various service vendors.
NB: Only shortlisted Candidates will be contacted.