Grace Kotobalavu Email and Phone Number

- perform quality inspections and audits on all events, providing individual feedback on a regular basis to all team members; suggesting and following up on agreed performance improvement strategies - evaluate systems, analyze data, evaluate technology and establish quality control procedures - provide timely reports to management and client on quality results and recommendations for improvements - acting team leader on duty as operationally required; assuming responsibility for supporting a team is CSSRs, providing technical support and handling escalated customer calls - any other duties as reasonably requested by the employer

- communicate performance standards to team members, providing regular updates in actual performance versus target performance- measure team members achievement of qualitative and quantitative performance standards - monitor performance of team and take action as appropriate to meet service targets - investigate queries/ feedback / complaints received from client and take appropriate action - handle complex and / or escalated customer calls- handle minimum to 1hr calls daily in customer lines and additionally assist when and if mandated by call volumes- perform quality inspections and audits in events, providing individual feedback in a regular basis to all team members; suggesting and following up on agreed performance improvement strategies - provide timely reports to management and client on quality results and recommendations for improvement - organize and conduct calibration between supervisors and external and internal (Suva and cape town) - ensure new staff are managed proactively during nursery and probation: including monitoring of individual performance - demonstrate excellence in customer service in all dealings with customers, in accordance with mindpearl and client policies, procedure and values - administrative/ client / internal reporting as required - personnel management: leave processing, return to work interviews, counseling staff, payroll approvals - any other duties as reasonably requested by employer

- Perform quality inspections and audits on all events, providing individual feedback on a regular basis to all team members; suggesting and following up on agreed performance improvement strategies. - evaluate systems, analyze data, evaluate technology and establish quality control procedures- provide detailed quality feedback to team leaders and trainers- provide timely reports to management and client in quality results and recommendations for improvements- acting team leader on duty as operationally required; assuming responsibility for supporting at team of CSSRs, providing technical support and handling escalated customer calls.- any other duties as reasonably requested by employer

* handling inbound and outbound customer enquirers utilizing available contact center systems and programs.* demonstrate excellence in customer service in all dealings with customers, in accordance with mindpearl and client policies, procedures and values. * identify the customers needs, up sell additional product/ services and offer personalized service in line with quality and training directives.* Complete administrative tasks relating to servicing and resolving customer requests in a focused and efficient manner. * maintain efficient control of queues.* deal with customer complaints in a professional manner within mindpearl and client guidelines.