Ensure customer satisfaction at all customer touch points (Call Center/Retail shops/IVR’s/Website/cell broadcast/USSD) through effective and efficient communication.

• Manage the call routing of the IVR and ensure content of the IVR is relevant and up to date • Continually improve IVR processes to enable fast access to information required • Update IVR selections to include new promotions, products and changes of IVR content• Identify possible solutions for communicating new content, promotions on the IVR• Report on IVR utilization • Manage and maintain the optimal average handling time for all customer requests on the IVR• Investigate improvement initiatives for the IVR and recommend improvements to increase utilization and usage

Responsible for meeting the Customer Service Department Standards and Measures by supporting and managing the Customer Service Representatives’ activities, Ensure consistent standards of service excellence through quality monitoring practices and implementation of continuous improvement initiatives.Monitor and maintain performance by conducting quality monitoring and coaching against defined criteria• Initiate actions to insure optimal response times and service levels are achieved• Analyze team and individual statistics; prepare reports; devise and implement incentive programs to improve statistics while maintaining Quality Assurance. • Provide hands on support and guidance to ensure availability of support tools, systems and handle escalated queries • Train team and peer supervisors on new products/services and policies

Handle all Customer Care interactions by providing consistent standards of service to customers, ensuring customer satisfaction. Respond to all customer contacts by identifying and meeting customer needs, managing calls efficiently, recording and resolving queries in accordance with the pre-defined standards and measures, working within a team that is focused on providing quality.