Job details● Provide guidance, support, and mentorship to junior team members, sharing yourexperience and best practices to enhance the overall performance and development ofthe team.● Collaborate with management to develop and implement customer service strategiesthat align with the company's goals and objectives, ensuring a seamless customerexperience throughout all touchpoints.● Act as the escalation point for complex or escalated customer inquiries, providingtimely and accurate solutions while maintaining a professional and empatheticapproach.● Utilize your extensive product knowledge and understanding to advise clients onpossible solutions to their challenges or issues, ensuring they receive the best possibleoutcomes and value from the products or services offered.● Continuously evaluate the effectiveness of customer communication channels (e.g.,phone, email, chat), making recommendations on improvements or implementingnew channels to enhance customer experience and resolve issues efficiently.● Proactively identify any customer complaints or patterns that could negatively impactcustomer satisfaction and devise strategies to address and resolve them promptly,aiming for high customer retention rates.● Coordinate and communicate with colleagues from various departments, such assales, product development, and marketing, to gather insights and relay customerfeedback for continuous improvement initiatives.● Regularly assess and evaluate the efficiency of the customer service process,identifying areas for improvement and making recommendations to management toenhance the overall customer experience.

● Responding promptly to customer inquiries.● Advising clients on possible solutions.● Communicating with customers through various channels.● Acknowledging and resolving customer complaints.● Knowing our products inside and out so that you can answer questions.● Logging and processing support calls● Keeping records of customer interactions, transactions, comments, and complaints.● Communicating and coordinating with colleagues as necessary.● Providing feedback on the efficiency of the customer service process.● Make recommendations to management to improve customer experience

Keep track of assigned accounts to identify outstanding debtsPlan course of action to recover outstanding paymentsLocate and contact debtors to inquire of their payment statusNegotiate payoff deadlines or payment plansHandle questions or complaintsInvestigate and resolve discrepanciesCreate trust relationships with debtors when possible to avoid future issuesUpdate account status and database regularlyAlert superiors of debtors unwilling or unable to pay when necessaryComply with requirements when legal action is unavoidableBuild trust with debtors Identify gaps in the system and recommend solutions

• Selling processes to customers and generating additional Sales• Coordinating information to customers browsing Company's websites during store discovery, order and checkout including after sales support.• Performing phone conversations with customers to answer their questions, provide information and query resolution.• Handling special requests and complaints of customers.• Collecting and storing useful data within the backend system.• Follow up through emails, phone and Social media.• Processing orders.• Responding to Customer’s comments requests on Social media platforms.

Job Details• Resolving all customers’ queries by using different software application within minimum time and providing feedback to customers.• Educating subscribers on company product and services, coverage, corporate information, network related issues and value added services. • Escalating issues that cannot be resolved on one-call resolution to the back office support and escalation unitfor quick resolution.• Responsible for providing knowledge share to team members during pep talks/hurdles and recognized on many occasions as a top performer• Occasionally responsible for task assignment, training, team motivation and equipment maintenance.

- Ensure adherence and compliance to set quality standards in the call centre.- Carrying out evaluations of quality performance of Customer Care Representatives.- Obtaining and analyzing reports which are used for varied business decisions.- Training of Customer Care Representatives and Partners on established quality standards. - Content development and design of periodic Quality Assurance communication campaigns.- Provided support for effective dissemination of product and service.- Assisted in project  initiation, planning and  implementation  to support business objectives- Drove performance through interventions and initiation of recognition programmes.- Assisted in day to day monitoring of customer interaction with Customer Care Representatives to ensure compliance.- Conducted research on leading practices in call-handling and forward propositions to management. - Contributed to the development of ideas and initiatives to drive the objectives of the  Total Quality Management Unit