Deadline of this Job: 15 August 2022
JOB DETAILS: The duties and responsibilities of the officer will entail:
• Guiding and directing visitors;
• Operating the telephone switchboard;
• Managing incoming calls and customer service enquiries;
• Managing the customer care desk;
• Maintaining up to date records on visits and calls; and
• Updating the internal directory.
Job Specification
For appointment to this grade, a candidate must have:
• KCSE D+ or equivalent from a recognized institution and two (2) years relevant work experience;
• Certificate in Customer Care or its equivalent from a recognized institution; and
• Fulfilled the requirements of Chapter Six of the Constitution.
Key competencies and skills
• Proficiency in IT;
• Public Relations skills;
• Good communication and reporting skills in both English and Kiswahili;
• Interpersonal skills; and
• Integrity.
Contact Centre Agent - Contact Centre job at SBM Bank
Job Purpose:
• Reporting to the Contact Center Lead, the Contact Centre Agent will be called upon to provide first assistance to internal and external clients’ queries, in view of providing excellent customer service as per set internal guidelines and Banking regulations so as to generate positive feedbacks, retain customers and maintain the reputation of the Bank.
Key Responsibilities:
• Handling complaints/issues/queries of internal and external customers in order to provide high quality service
• Attending to internal and external customers’ mails and chats in order to provide better assistance to their queries
• Providing customers with product and service information to meet their requests
• Identifying and escalating issues where appropriate to ensure proper service is delivered to the customers
• Ensuring the follow up of customers’ queries
Qualifications, Experience & Skills:
• Diploma in Communication/Management
• At least 1 year of relevant experience
• Knowledge of contact center telephony and technology will be an advantage
• Fluent in English and French, both verbal and written
• Proficient in related computer applications
• Ability to work under shift system
• Good interpersonal skills
• Highly committed towards customer service
• Knowledge of customer service principles and practices
• Good listening and problem solving skills, focusing on respect and integrity
• Ability to handle difficult customers
Deadline of this Job: 04 August 2022
JOB DETAILS: Job Purpose:
• Reporting to the Contact Center Lead, the Contact Centre Agent will be called upon to provide first assistance to internal and external clients’ queries, in view of providing excellent customer service as per set internal guidelines and Banking regulations so as to generate positive feedbacks, retain customers and maintain the reputation of the Bank.
Key Responsibilities:
• Handling complaints/issues/queries of internal and external customers in order to provide high quality service
• Attending to internal and external customers’ mails and chats in order to provide better assistance to their queries
• Providing customers with product and service information to meet their requests
• Identifying and escalating issues where appropriate to ensure proper service is delivered to the customers
• Ensuring the follow up of customers’ queries
Qualifications, Experience & Skills:
• Diploma in Communication/Management
• At least 1 year of relevant experience
• Knowledge of contact center telephony and technology will be an advantage
• Fluent in English and French, both verbal and written
• Proficient in related computer applications
• Ability to work under shift system
• Good interpersonal skills
• Highly committed towards customer service
• Knowledge of customer service principles and practices
• Good listening and problem solving skills, focusing on respect and integrity
• Ability to handle difficult customers
Network - Customer Coordinators job at Vivo Energy
Candidate profile:
Dynamic
Outgoing
Strong communication skills
Meticulous
High work ethics and values
Fast learner
Customer Relationship
Team Player
Main Accountabilities
• Promote the whole product range including fuels, LPG, cards and lubricants to customers
• Train and support Customer Champions to implement marketing initiatives
• Collect information onsite from different stakeholder (e.g., Customers, Customer Champion) to suggest and support improvement initiatives.
• Maintain / update customer databases.
• Undertake customer surveys, campaigns, and commercial calls to support the retail team.
• Coordinate all activities relating to Roadshows in view of the Tactical Marketing campaign as well as other on-site activities.
• Responsible for the deployment of Shell Uniform to site staff.
• Help in the tracking and follow up of data input for wet stock reconciliation
• Help and assist retailers to submit Voice of Customer, online.
• Maintain and sustain site readiness in terms of housekeeping, People Enablers and HSSE.
• Help and assist customer to register on the Shell Mauritius app or Shell Club website
Requirements
HSC or Diploma.
Degree and /or experience in sales & Marketing is an advantage.
Driver’s car license is a plus.
The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience.
Key responsibilities
• Analyse/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Provide structured and timely recommendations; verbal and/or written feedback.
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyse trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Manage scheduling and load balancing for Contact Centre.
• Provide afterhours/holiday support when needed to modify call flows or message announcements.
• Provide training on report and dashboard development to team members and management as needed.
Key Performance Measures
• As described in your Personal Score Card.
Knowledge, experience and qualifications required
• Degree from a recognized university.
• 2-3 years total working experience in customer service within Britam environment.
• Excellent Knowledge of Britam products and services
• Excellent oral, written and interpersonal communication skills
• Strong knowledge of customer care processes and techniques.
• Must have good analytical skills as well as decision making abilities.
• Good organizational and planning skills.
Technical/ Functional competencies
• Knowledge of insurance regulatory requirements
• Knowledge of insurance products
• Sales and marketing management skills
Deadline of this Job: 11 August 2022
JOB DETAILS:
Apollo is seeking an experienced and analytically driven professional to lead the customer management and cross sell strategy of our credit and financing products for small scale farmers. The Credit Manager, Customer Management is accountable for improving the profitability of the portfolio by increasing repeat usage, renewal rate and average ticket sizes while managing credit risk. As we expand as a business, the manager will also be accountable for growing the credit organization within the company and be able to manage and retain top talent.
Your Day to Day:
• Customer Management Policy: Maximize portfolio profitability and size by optimizing renewal and cross-sell eligibility policy, and product terms (line, price etc.)
• Customer Retention: Improve processes and products to maximize customer retention and renewal
• Develop Cross Sell Products: Develop customer relevant credit products enabling customers to engage with Apollo throughout the year
• Fraud and Loss Reduction: Develop and implement strategies to substantially reduce fraud loss and credit loss within the portfolio
• Monitoring and Control: Develop and maintain a monitoring framework for portfolio performance by developing and tracking relevant metrics within proposed control limits. Ensure intent meets execution by developing and maintaining an implementation monitoring and control framework.
• User Research: Identify and execute user research through in-person visits and surveys for target consumers (farmers) to inform the policy design
• Cross Functional Collaboration: Work with our collections, acquisition, product, logistics & distribution, sales, and customer support teams to ensure that all systems support smooth implementation and launch of strategies
• Team Development: Develop the credit team by identifying, recruiting and retaining great talent and be accountable for the team’s and team member’s growth and development.
• Learning agenda and experiments: Drive the credit risk learning agenda by ensuring relevant design of experiments and control of experimentation risk and budget.
You:
• Are a data-driven problem solver with experience in using data science and AI to underwrite consumers and make business decisions to optimize profit
• Are proficient with SQL and have experience in using data analysis tools (Python, R or SAS), segmentation tools and decision trees to build strategies
• Are a professional with advanced knowledge of credit and risk management with 8-15 years of relevant experience:
• Must have experiencein managing a consumer lending portfolio and credit risk for underserved or low-income consumers
• Must have experience in developing or optimizing credit products (credit cards, line of credit, personal loans etc.) for retail consumers
• Experience in loss forecasting and developing PD, LGD and EAD models for provisioning is a plus
• Possess exceptional skillleading, developing, and managing high performing teams, with a minimum of 3 years of leadership/managerial experience
• Are an exceptional communicator with the ability to communicate complex information and analytical strategy effectively and efficiently
• Are an exceptional leaderthat can influence without authority
• Have a graduate degree in courses requiring and developing analytical problem solving and mathematical ability (e.g., engineering, statistics, mathematics, economics etc.)
JOB TITLE Deputy Director, Customer Service – Specialized Programmes
Reports To DIRECTOR, CUSTOMER SERVICES
Job Purpose Reporting to the Director Customer Services, the successful candidate will be responsible for providing HPTs to the Special Programmes which include procurement, warehousing, and distribution services.
Scope of Work /Duties /Responsibilities
1.1. Developing, implementing and executing customer service strategies within the institutions.
1.2. Marketing Health Products & Technologies to Special Programmes;
1.3. Managing order placement by Special Programmes;
1.4. Keeping track of sales and selling KEMSA’s products to Special
1.5. Programmes;
1.6. Processing orders and addressing customers queries and complaints from Institutional health facilities;
1.7. Creating awareness for KEMSA Health Products & Technologies in Special Programmes;
1.8. Collating and analyzing the business data;
1.9. Communicating customer requirements to internal departments to ensure that Special Programmes’ needs are met;
1.10. Sensitizing Special Programmes on availability of HPTs;
1.11. Implementing the Authority’s sales and marketing strategies;
1.12. Compiling sales and marketing reports with regard to Special Programmes;
1.13. Liaising with Special Programmes on medical supply matters to ensure continued supply of HPTs; and
1.14. Responding to feedback from Health Care personnel involved in drug management in Special Programmes on product requirements/performances and service levels.
Qualifications
2.1. Bachelor’s degree in any of the following Marketing, Commerce, Pharmacy, or other business/ Health related field from a recognized institution
2.2. Master’s degree in either Business Administration, Marketing or any other equivalent qualification from a recognized institution
2.3. Membership to professional body or Association in good standing where applicable;
2.4. Management Course lasting not less than four (4) weeks from a recognized institution; and
2.5. Demonstrable understanding of the public sector pharmaceutical market and how the public health sector supply chain operates;
2.6. Proficiency in use of MS Office applications and ERP platform; and
2.7. Fulfil the requirements of Chapter Six (6) of the Constitution
Experience
3.1. A minimum period of ten (10) years in relevant work experience and at least three
(3) years in a Supervisory position in the Public Service or Private Sector.
Deadline of this Job: 09 August 2022
JOB DETAILS: Candidate profile:
Dynamic
Outgoing
Strong communication skills
Meticulous
High work ethics and values
Fast learner
Customer Relationship
Team Player
Main Accountabilities
• Promote the whole product range including fuels, LPG, cards and lubricants to customers
• Train and support Customer Champions to implement marketing initiatives
• Collect information onsite from different stakeholder (e.g., Customers, Customer Champion) to suggest and support improvement initiatives.
• Maintain / update customer databases.
• Undertake customer surveys, campaigns, and commercial calls to support the retail team.
• Coordinate all activities relating to Roadshows in view of the Tactical Marketing campaign as well as other on-site activities.
• Responsible for the deployment of Shell Uniform to site staff.
• Help in the tracking and follow up of data input for wet stock reconciliation
• Help and assist retailers to submit Voice of Customer, online.
• Maintain and sustain site readiness in terms of housekeeping, People Enablers and HSSE.
• Help and assist customer to register on the Shell Mauritius app or Shell Club website
Requirements
HSC or Diploma.
Degree and /or experience in sales & Marketing is an advantage.
Driver’s car license is a plus.
Deadline of this Job: 10 August 2022
JOB DETAILS: The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience.
Key responsibilities
• Analyse/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Provide structured and timely recommendations; verbal and/or written feedback.
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyse trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Manage scheduling and load balancing for Contact Centre.
• Provide afterhours/holiday support when needed to modify call flows or message announcements.
• Provide training on report and dashboard development to team members and management as needed.
Key Performance Measures
• As described in your Personal Score Card.
Knowledge, experience and qualifications required
• Degree from a recognized university.
• 2-3 years total working experience in customer service within Britam environment.
• Excellent Knowledge of Britam products and services
• Excellent oral, written and interpersonal communication skills
• Strong knowledge of customer care processes and techniques.
• Must have good analytical skills as well as decision making abilities.
• Good organizational and planning skills.
Technical/ Functional competencies
• Knowledge of insurance regulatory requirements
• Knowledge of insurance products
• Sales and marketing management skills
Deadline of this Job: 11 August 2022
JOB DETAILS:
Apollo is seeking an experienced and analytically driven professional to lead the customer management and cross sell strategy of our credit and financing products for small scale farmers. The Credit Manager, Customer Management is accountable for improving the profitability of the portfolio by increasing repeat usage, renewal rate and average ticket sizes while managing credit risk. As we expand as a business, the manager will also be accountable for growing the credit organization within the company and be able to manage and retain top talent.
Your Day to Day:
• Customer Management Policy: Maximize portfolio profitability and size by optimizing renewal and cross-sell eligibility policy, and product terms (line, price etc.)
• Customer Retention: Improve processes and products to maximize customer retention and renewal
• Develop Cross Sell Products: Develop customer relevant credit products enabling customers to engage with Apollo throughout the year
• Fraud and Loss Reduction: Develop and implement strategies to substantially reduce fraud loss and credit loss within the portfolio
• Monitoring and Control: Develop and maintain a monitoring framework for portfolio performance by developing and tracking relevant metrics within proposed control limits. Ensure intent meets execution by developing and maintaining an implementation monitoring and control framework.
• User Research: Identify and execute user research through in-person visits and surveys for target consumers (farmers) to inform the policy design
• Cross Functional Collaboration: Work with our collections, acquisition, product, logistics & distribution, sales, and customer support teams to ensure that all systems support smooth implementation and launch of strategies
• Team Development: Develop the credit team by identifying, recruiting and retaining great talent and be accountable for the team’s and team member’s growth and development.
• Learning agenda and experiments: Drive the credit risk learning agenda by ensuring relevant design of experiments and control of experimentation risk and budget.
You:
• Are a data-driven problem solver with experience in using data science and AI to underwrite consumers and make business decisions to optimize profit
• Are proficient with SQL and have experience in using data analysis tools (Python, R or SAS), segmentation tools and decision trees to build strategies
• Are a professional with advanced knowledge of credit and risk management with 8-15 years of relevant experience:
• Must have experiencein managing a consumer lending portfolio and credit risk for underserved or low-income consumers
• Must have experience in developing or optimizing credit products (credit cards, line of credit, personal loans etc.) for retail consumers
• Experience in loss forecasting and developing PD, LGD and EAD models for provisioning is a plus
• Possess exceptional skillleading, developing, and managing high performing teams, with a minimum of 3 years of leadership/managerial experience
• Are an exceptional communicator with the ability to communicate complex information and analytical strategy effectively and efficiently
• Are an exceptional leaderthat can influence without authority
• Have a graduate degree in courses requiring and developing analytical problem solving and mathematical ability (e.g., engineering, statistics, mathematics, economics etc.)
Deadline of this Job: 16 August 2022
JOB DETAILS: JOB TITLE Deputy Director, Customer Service – Specialized Programmes
Reports To DIRECTOR, CUSTOMER SERVICES
Job Purpose Reporting to the Director Customer Services, the successful candidate will be responsible for providing HPTs to the Special Programmes which include procurement, warehousing, and distribution services.
Scope of Work /Duties /Responsibilities
1.1. Developing, implementing and executing customer service strategies within the institutions.
1.2. Marketing Health Products & Technologies to Special Programmes;
1.3. Managing order placement by Special Programmes;
1.4. Keeping track of sales and selling KEMSA’s products to Special
1.5. Programmes;
1.6. Processing orders and addressing customers queries and complaints from Institutional health facilities;
1.7. Creating awareness for KEMSA Health Products & Technologies in Special Programmes;
1.8. Collating and analyzing the business data;
1.9. Communicating customer requirements to internal departments to ensure that Special Programmes’ needs are met;
1.10. Sensitizing Special Programmes on availability of HPTs;
1.11. Implementing the Authority’s sales and marketing strategies;
1.12. Compiling sales and marketing reports with regard to Special Programmes;
1.13. Liaising with Special Programmes on medical supply matters to ensure continued supply of HPTs; and
1.14. Responding to feedback from Health Care personnel involved in drug management in Special Programmes on product requirements/performances and service levels.
Qualifications
2.1. Bachelor’s degree in any of the following Marketing, Commerce, Pharmacy, or other business/ Health related field from a recognized institution
2.2. Master’s degree in either Business Administration, Marketing or any other equivalent qualification from a recognized institution
2.3. Membership to professional body or Association in good standing where applicable;
2.4. Management Course lasting not less than four (4) weeks from a recognized institution; and
2.5. Demonstrable understanding of the public sector pharmaceutical market and how the public health sector supply chain operates;
2.6. Proficiency in use of MS Office applications and ERP platform; and
2.7. Fulfil the requirements of Chapter Six (6) of the Constitution
Experience
3.1. A minimum period of ten (10) years in relevant work experience and at least three
(3) years in a Supervisory position in the Public Service or Private Sector.