Onsite Support Specialist

SUMMARY:
The Role:

Essential functions:

1. Customer Satisfaction:

• Drive the focus on improving the customer
  experience on every interaction through strong  
              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  
                outsource partner management
  • Work with outsource partner and support teams to
                identify and resolve all customer facing issues
                caused by people, process, or technology that
                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:

  • Matric 
  • 3-year relevant Diploma/Degree 

  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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