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Job Description
FUNCTIONAL AREA
- Call center
REPORTS TO
- Manager / Welcome Center
PURPOSE OF ROLE
- Organize the team, ensure that goals and objectives are perceived as attainable; provide necessary mentoring and assistance; report team progress and decisions made to manager; give guidance to team members; assure that each member receives team-based development or assistance.
- Dispatch Received calls (service/Installation) to the assigned team/engineer and follow up these calls till closure and enter the engineers’ reports.
MAJOR RESPONSIBILITIES
- To ensure the team is always working on the highest priority work and is aware of the priority so that we are delivering the most possible value to our customer.
- To act as example to all the members of the team by being the person who most closely follows the principles and practices we have committed to so that everyone on my team feels confident they can too.
- Ensure the team is collaborating closely with each other and understands their requirements.
- Carry out service quality checks to ensure quality standards in call dispatching are maintained.
- Staff Development: Coach new team members on process, product & on specific customers.
- Helping with promotional/ appraisal events.
- Dispatch Received customer calls for servicing defective machines to the assigned team engineers taking into consideration the respective response time targets for each product, follow up calls and update status on system.
- Follow up incomplete calls with the engineer till they are completed.
- Ensure Engineer reports are entered into the system as soon as the call is done with accuracy in data entry in parts used, machine meters and other reported data.
- Prepare Daily Follow up & Early warning reports for team managers (down time, response time and call breakage reports).
- Making data changes required on system and related to welcome center scope.
Job Requirements
BACKGROUND, EXPERIENCE AND QUALIFICATIONS
- University degree (any).
- Able to communicate with accuracy and clarity both verbal and written.
- Fluency in English, and other required languages.
- Capable of interacting face to face with customers.
- Able to control interactions with customers using persuasion and influencing skills.