Summary
Date Posted: Thursday, May 04, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
Job summary:
The call center agent's mission is to provide telephone support, to inform, reassure and support our customers /prospects in the context of inbound calls and outbound call campaigns. He/she is accountable for professionally handling customer queries and for the continuous improvement of the company KPIs such as the first call resolution rate.

Key Roles and responsibilities
• Meet the company's QHSE standards.
• Comply with the company's anti-corruption rules.
• Ensure that his/her own are carried out on time.
• Report the problems encountered to his hierarchy.
• Execute outbound campaigns (acquisition, welcome, idealization, retention calls):
• Support to Marketing teams for one-off and/or recurring survey needs:
• Carry out telephone surveys for marketing (customer knowledge, effectiveness marketing actions, studies, etc.).
• Make mystery calls to test the mastery of the speech / reachability of the contact center.
• Handle incoming customer calls.
• Inform and advise customers.
• Receive, process, and qualify calls from subscribers (complaints, reminders).
• Handle customers stress.
• Directly handle customer queries and follow-up with other teams (technical, finance teams).
• Ensure customer satisfaction with every call.
• Work in perfect collaboration with other teams.
• Analysis and reporting
• Analyze customer feedback and prepare production reports according to the Excel TDB provided for this purpose on a weekly and monthly basis.
• Raise the voice of the customer (pptx Monthly Report.
• This list is not exhaustive and may evolve according to market developments and the needs of the company.

Qualifications and experience
• Higher university education (school of management, management, business),
• Mastery of negotiation and sales techniques
• Fluency in English
• Mastery of information tools

Technical and behavioural skills:
• Customer oriented, result
• Taste for action and terrain
• Ability to manage and develop a team.
• Communication skills (oral and written) and very good interpersonal skills.
• Listening, sense of contact and customer satisfaction
• Autonomy, initiative, sense of organization and priorities
• Rigor, taste for analysis, synthesis, and manipulation of work tools.
• Time management skills
• Working under pressure
• Stress management
• Ethical
• Positive attitude


Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure

Interested applicants click here to apply


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