Responsibilities:- Creating solutions for merchant-facing and internal tooling- Providing ongoing maintenance, support and enhancements in existing systems- Collaborating with other engineering teams to elevate technology and consistently apply best practices- Providing recommendations for continuous improvements

Responsibilities:- Helping merchants customize their online store and enhance accessibility- Identifying bugs and theme improvements for Shopify-developed themes- Improving support for any theme-related questions- Improving documentation to reduce theme-related support debt- Contributing to critical projects both internal as well as cross-organizational, that elevate the overall merchant experience- Working with internal stakeholders to resolve theme bugs and improve the… Show more Responsibilities:- Helping merchants customize their online store and enhance accessibility- Identifying bugs and theme improvements for Shopify-developed themes- Improving support for any theme-related questions- Improving documentation to reduce theme-related support debt- Contributing to critical projects both internal as well as cross-organizational, that elevate the overall merchant experience- Working with internal stakeholders to resolve theme bugs and improve the product Show less

Department:- Developing new strategies for customer retention activities- Designing processes and workflows to improve quality and minimise waste- Analyzing customers' feedback and developing new techniques to ensure customer retention- Processing and tracking orders to reduce early churn- Working with Sales Manager in implementing sales promotion activities- Brainstorming and implementing innovations- Designing reports and providing weekly and monthly updates for… Show more Department:- Developing new strategies for customer retention activities- Designing processes and workflows to improve quality and minimise waste- Analyzing customers' feedback and developing new techniques to ensure customer retention- Processing and tracking orders to reduce early churn- Working with Sales Manager in implementing sales promotion activities- Brainstorming and implementing innovations- Designing reports and providing weekly and monthly updates for the stakeholdersTeam:- Designing training materials and instructions to improve customers' experience and FTR- Developing product presentations and demonstrations to customersCustomers:- Promptly responding to customer queries and address service complaints- Build positive working relationships with customers for repeat businesses- Tracking contracts that are soon to be expired and contact customers for renewals- Providing excellent customer services and ensure customer satisfaction- Making outbound calls to customers at risk of churn- Performing customer negotiations and reaching a fair conclusion from both business and customer perspectives Show less

Team:- Weekly coaching sessions, call evaluations, bi-weekly personal development 1-2-1s, andannual PDPs- Motivated, inspired, and supported team members towards achieving goals- Set group and individual goals and objectives and ensured teams meet or exceed these as well as operational objectives- Recognized and developed potential in the team members, set SMART and GROW objectiveswith advisers and followed through- Delegated and assigned responsibilities within the… Show more Team:- Weekly coaching sessions, call evaluations, bi-weekly personal development 1-2-1s, andannual PDPs- Motivated, inspired, and supported team members towards achieving goals- Set group and individual goals and objectives and ensured teams meet or exceed these as well as operational objectives- Recognized and developed potential in the team members, set SMART and GROW objectiveswith advisers and followed through- Delegated and assigned responsibilities within the team- Ensured call volumes are managed through effective team adherence- Responsible for effective communication via phone, live chat and emailsCustomers:- Liaised with internal and external customers- Handled high-level complaints and eliminate or mitigate reputation exposure- Ensured a positive customer journeyDepartment:- Helped to identify and set department objectives and targets- Managed daily, weekly and monthly SLAs and KPIs, particularly conversion rates, CSAT & NPS scores- Involved in training of new advisers and team leaders- Involved in hiring process and decisions as well as probation reviews- Encouraged cross-team and inter-departmental collaboration by example- Participated in and supported department initiativesQuality and Reporting:- Utilized data to identify and capitalise on coaching opportunities- Involved in development of quality framework across departments with Quality and Compliance TeamAchievements:- Consistently top performing team across organization in NPS/CSAT surveys- Managed operational projects to ensure start-up success for both sales department and retention part-time teams which resulted in improved conversion rate from 63% to 78%- Participated in Leadership Programme, assisting training team to introduce new teamleaders to Sky- Nominee for annual 'Believe In Better' Award Show less

- To assure professional customer service and collections service delivery via phone, email or chat.- Supervision of staff, monitoring calls, managing and planning actions related to the call centre operations.- Acting as support for agents’ questions and queries and dealing with disputes and complaints.- Preparation of reports and presentation of current results- Preparation of schedules, worklists and monitoring attendance and performance.- Liaising with IT dept to resolve… Show more - To assure professional customer service and collections service delivery via phone, email or chat.- Supervision of staff, monitoring calls, managing and planning actions related to the call centre operations.- Acting as support for agents’ questions and queries and dealing with disputes and complaints.- Preparation of reports and presentation of current results- Preparation of schedules, worklists and monitoring attendance and performance.- Liaising with IT dept to resolve occurring technical difficulties- Recruiting as required, based on current department needs- Reporting to higher management with regards to day-to-day running of the call centre, occurring issues, planned and implemented actions and communicating solutions Show less

- To assure professional customer service delivery via phone, email or chat.- To ensure that office environment meets health and safety requirements, which includes: - investigating complaints, possible hazards and dangerous incidents as they occur - carrying out regular inspections of the workplace and taking part in workplace risk assessments - speaking to the employer about hazards at work and other health and safety issues and acting on behalf of staff members

- To assure professional customer service delivery via phone, email or chat.