To provide superior customer service to all BPC customers by answering incoming calls, handling emails, text and WhatsApp messages from customers, responding to queries and questions, handling complaints timeously, prioritizing, and maintaining records of all customer interactions that take place through the Call Centre using the available Call Logging systems. superior customer service to all BPC customers by answering incoming calls, handling emails, text and WhatsApp messages from customers, responding to queries and questions, handling complaints timeously, prioritizing, and maintaining records of all customer interactions that take place through the Call Centre using the available Call Logging systems.
To provide superior customer service to all BPC customers by answering incoming calls, handling emails, text and WhatsApp messages from customers, responding to queries and questions, handling complaints timeously, prioritizing, and maintaining records of all customer interactions that take place through the Call Centre using the available Call Logging systems.
Client & Customer Management (External)
Carries out simple procedural tasks to support management in external client relationships
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Provides customers with information on BPC’s product and service to improve their knowledge base thus reduce customer queries and complaints.
Handles and resolves customer complaints and escalates unresolved problems to Contact Centre Team Leader.
Access required information for specific purposes using data management system
Maintains Contact Centre database by updating customer information
Optimises call logging system to identify outstanding calls / queries, liaises with the relevant section to resolve them.
Keeps equipment operational by following established procedures and reporting malfunctions.
Uses the external communication system to access required information for specified purposes
Receives and screens callers and other sources of communications, answers routing questions, provides information or directs requests elsewhere as appropriate; acts on behalf of the principal by contacting internal and external sources to convey requests, provide instructions or obtain information.
Identifies and escalates priority/emergency issues.
Opens and closes all calls according to the required standards to ensure that customers have been assisted accordingly.
Follows up customer calls and provides feedback where necessary.
Safety, Health and Environment
Ensures that all safety and loss control standards (Safety, Health and Environmental) contained in the Corporation’s standards are adhered to.
At least a Diploma in Contact Center Management/ Marketing/ Business Administration or related qualification from a recognized institution.
At least two (2) years post qualification experience in a Customer Service or Contact Center environment.
Referral and Escalation Procedures
Works with guidance (but not constant supervision) to identify and process customer enquiries that require referral and/or escalation
Works without supervision and provides technical guidance as needed on receiving and recording all relevant customer details.
Customer Service Delivery
Works without supervision while providing technical guidance as needed on meeting high customer service standards.
Receives, monitors and deals with allocated customers without supervision, and provides technical guidance to others
Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.
Works under guidance (but not constant supervision) to acquire, organize, protect and process data to achieve business objectives.
Planning & Organizing
Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
Uses clear and effective verbal communications skills with guidance (but not constant supervision) to express ideas, request actions and formulate plans or policies.
Manages own motivation and feelings to help the group function well. Shows courage, self-control, and integrity. Specifically, measures emotions; for example, interacting effectively in stressful or frustrating situations, continuing to work calmly while controlling strong emotions.
Thinks through issues by seeing the pattern or big picture, brings facts and ideas together, and develops innovative or creative insights. Specifically, sees patterns or trends; for example, spotting recurring problems.
Acts proactively to avoid problems or identifies and takes advantage of opportunities. Specifically, acts decisively; for example, taking resolute action in time-sensitive situations.
Attention to Detail
Manages, tracks and attends to multiple pieces of information, bringing order and clarity. Specifically, checks own work; for example, using systems such as checklists to ensure accuracy.
Identifies and meets the needs of internal and external customers, being continually focused on outcomes for customers. Specifically, communicates; for example, reporting back to customers on enquiries, or ensures that others do.
A desire to know more and seek information to inform decisions. Specifically, gathers information; for example, personally observing situations to understand them.
Takes an active interest in other people. Seeks to understand their individual perspectives and concerns and accurately hears the unspoken or partly expressed thoughts, feelings and concerns of others. Specifically, actively listens; for example, repeating what was heard to check understanding, particularly in difficult conversations.
Reliance on other sections to resolve customers calls (Distribution Control office to resolve faults, Pre-paid office to unblock customers).
Planning and scheduling.