Onsite Support Specialist

Recruiter:

IOCO

Job Ref:

iOCO00622

Date posted:

Monday, February 1, 2021

Location:

Pretoria, South Africa

Salary:

Negotiable

SUMMARY:
The Role:

Essential functions:

1. Customer Satisfaction:

Drive the focus on improving the customer
experience on every interaction through strong Â
Â Â Â Â Â Â Â Â Â Â Â outsource partner management
Work with outsource partner and support...

POSITION INFO:
The Role:
Essential functions:

1. Customer Satisfaction:
- Drive the focus on improving the customer
  experience on every interaction through strong Â
  Â Â Â Â Â Â Â Â Â Â Â outsource partner management
- Work with outsource partner and support teams to
  Â Â Â Â Â Â Â Â Â Â Â identify and resolve all customer facing issues
  Â Â Â Â Â Â Â Â Â Â Â caused by people, process, or technology that
  Â Â Â Â Â Â Â Â Â Â Â causes detraction of positive customer experience
- Drive outsource partner performance and all
  metrics in accordance with contractual obligation
2. Partner Management:
- Engage the outsource partner frequently to ensure
  quality of deliver meets the appropriate standard
- Communicates information in a timely, accurate
  and understood manner to the outsource partner
3. Operational Improvement
- Engage with outsource partner to formulate
  service improvement plans
- Track progress and improvement activities in line with agreed items included in service improvement plans
Skills and Experience:
Qualification Essential Competency:
- MatricÂ
- 3-year relevant Diploma/DegreeÂ
Experience required:
- Contact Centre Operations experience (Essential)
- Supervisory or Management experience
  (Preferred)
- Business Analyst Experience and Knowledge (Preferred)
- Telecommunication Industry (Essential)
- Call Centre Outsource experience (Preferred
Other:
Own transport essential

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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