Objective:


The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. 
To ensure daily Business KPIs are met without Fail. 
Address and communicate all Issues that might impact the above proactively. 


Duties and Responsibilities:


Manage outbound and inbound phone calls.
For Outbound – Achieving the daily calls and verification target.
For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned targets, and CSAT Targets (Q.A Score)
Ensure 100% follow-up for all dropped/abandoned calls, tickets& and any other Escalations within 24 hours
For Digital Care – Observing SLAs for handling all customer Issues in all digital platforms Customer should receive feedback at a maximum of 25min Post post-escalation.
Attending All Pre-shifts, Weekly Performance reviews, Coaching, and Training Sessions
Adherence to call procedure and auto-fail parameters.
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Provide accurate, valid, and complete information by using the right methods/tools.
Meet personal/customer service team targets and all call handling quotas.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolution.
Keep records of customer interactions, process customer accounts, and file documents (Adherence to the proper CRM documentation process)
Follow communication procedures, guidelines, and policies.
Take the extra mile to engage customers.
Other Duties and Responsibilities:
Performs other responsibilities, as requested, or assigned by management.
Performs other miscellaneous duties, as requested, or assigned by management.


Skills and Experience


Excellent verbal communication and interpersonal skills
Fluent in English and French
Highly organized, punctual, and professional
Proactive attitude and takes initiative to problem solve.
Experience in customer-facing tasks (customer care, direct sales, relationship management, etc)
Working knowledge & experience in using MS Excel for data analysis and reporting.
Experience in leadership roles and/or organizing events.