Job Descriptions

- Monitor inbound and outbound calls, customer interactions, across all areas of the call center via review of voice recordings, making an objective assessment of the way the staff handle the call and their knowledge to be able to answer queries in accordance with the set assessment criteria. - Monitor web chats and B2B emails, making an objective assessment of the way the staff handle the call and their knowledge to be able to answer queries in accordance with the set assessment criteria. - Monitor inbound and outbound correspondence received in the call center by fax, in writing or by email, record all findings accurately and keep records of those findings. - Extract information on trends or situation s and correlate them to Company events, where applicable, then report findings as per agreed schedule. - Make recommendations on improvements in call handling to ensure that the Customer Care staff are meeting and exceeding established guidelines. - Make recommendations on changes in training and/or scripting to sustain and improve the way Customer Care staff handle calls. - To monitor customer complaints relating to other company departments and to substantiate and report these findings to management. - Document and verify any inappropriate or abusive customer calls made to the Call Center and report them to management. - Investigate complaints, analyze their underlying basis and make recommendations on how to improve the system to eliminate the complaints. - Be responsible for delivering suitable replies for customer complaints after seeking management review of complaint that includes proper legal input. - Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise. - Other duties as directed by supervisor or other superiors.

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