Responsibilities
Conduct Welcome calls for 3-day old customers – at least 90% of these customers should be contacted.
C-Sat for the welcome calls at 80%.
Conduct NPS Survey (70%) and generate at least 10% leads from the promotors, sort out detractor queries.
Share daily, weekly, monthly reports to the CCTL with insights, trends, and recommendations.
Outbound calls for customer education as directed.
Analyze CX trends and provide best solutions to drive customer happiness.
Escalate welcome call cases to respective teams and follow up to ensure closure hence drive CSAT levels for new customers.
Quarterly Sales Agent Survey
Quality Assurance – Achieve 95% of Customer Satisfaction as per the standards defined in the scoring sheet.
Ensuring on time escalation of daily operational issues such as 3CX, DB downtime whenever they arise.
100% Adherence to shift schedule.
Support sales drive through the call center via outbound and CRC campaign (where applicable)
Completing assigned tasks in line with applicable policies, guidelines, processes, and procedures.
Seeking opportunities to learn and develop within MySol and through training.
Conduct any other survey as directed
Knowledge And Skills
Experience:
Basic knowledge on Excel spread sheets and data entry skills
Minimum experience of one year in customer service in a call centre environment and/or in a high call volume environment with Strong phone contact handling skills and active listening
Experience in conducting outbound calls and proper recording of data and feed back
Proven critical thinking skills that demonstrate fact finding/analysis and sound decision making
Excellent communications skills both written and verbal
Detail oriented and well-organized
Ability to multi-task, prioritize and manage time effectively
Extremely High level of self-motivation
Self-Drive and Ability to balance multiple tasks while working under tight deadlines with close attention to detail, accuracy and quality at all times
Open to work in a flexible and creative work environment with fast-evolving operations
Positive attitude is a must for this role
Qualifications:
Bachelor’s Degree or higher diploma business related preferably
Language(s):
English + ability to speak at least one local language
Apply via :
boards.greenhouse.io
