Contact Centre Manager:
Work with the contact centre manager to communicate and implement the approved procedures for handling and resolving traces in accordance with company's policies and country specific requirements and thereafter ensure compliance by contact centre staff.
Handle customer's escalated cases from CS Agents and assist in issue resolution with customers
Regional Office and subfunction managers
Work closely with the IT functional department to leverage technology to automate front line contact centre processes as well as formulate back up plans in times of outage.
Liaise closely with Ground Operations and Gateway staff to resolve and prevent recurrence of problems encountered by customers.
Collaborate with Ground Work operations staff to jointly develop new or enhance existing procedures relating to pick up and deliveries to maximise customer satisfaction.
Jointly develop and co-ordinate training sessions with trainers and conduct training sessions as assigned by the contact centre manager
Customer Contact Centre Function:
Enhance Customer Service Agents' understanding and knowledge of company's worldwide products and services, in order to encourage customer buy-in and sell these services during customer interactions.
To review rostering of staff to ensure optimal resource utilisation and productivity in order to ensure departmental capacity and flexibility to maintain operational effectiveness at all times
Lead, motivate and supervise Customer Contact centre staff to ensure that all Customer Contacts are answered promptly and consistently in accordance to stipulated performance standards aligned to current company standards.
Driving Customer Service Excellence
Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
Maximising Revenue Generating Opportunities
Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services
People - Management
Supervise and ensure staffs discipline
Conduct staff performance appraisal