Implement performance management process and constantly monitor staff performance

Develop and implement effective shift rosters

Ensure time-keeping principles are strictly adhered

Supervise queuing.

Monitor customer handling time by agents and ensure the customer handling time not exceeding 5 minutes maximum. 

Ensure customers are well received

Assist customers with unique query

Perform CSRs role whenever necessary

Make sure the availability and functionality of working templates, equipment’s and the systems.

Monitor accurate entry of customer account information by agents

Monitor DBC done by agents

Handle customers with complaints. Resolves problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Ensure adjustments are made correctly

Prepares reports by collecting and analyzing customer information.

Contributes to teams success by accomplishing related results as needed.

Ensure customers' service or billing complaints resolved by adjusting bills.

Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

Refer unresolved customer grievances to designated departments for further investigation.

Ensure fulfillment of all work requirements while serving customers. Signing of agreements for new activation, completion of working formats and entering data into the software.

Ensuring availability of current exchange rate information and make sure correct information provided to customers with queries.

Superviseapplicable and available tools such as additional databases and software completed by agents

Supervise shift reconciliation and cash handover to the finance department daily

Provide administrative support to assist Operations and other staff in the completion of their duties and responsibilities; provide training and direction to CSR/ as needed.

Produce daily and monthly Front counter reports;

Monitored workloads, trends, patterns and peaks within the CSRs and take appropriate action to ensure maximum performance;

Implement and maintain Quality Assurance standards

Ensure staff dress in a presentable and proper manner

Resolve decoder and smartcard shipping issues??

Ensure administrative duties are up to date, faxes and emails are addressed on the same business day received and all paperwork are filed correctly;

Ensure the office area is always clean and presentable

Prepare, review and verify a variety of Front counter documents and forms

Provide timely, accurate and thorough Customer Service Representatives performance review and report to Operation Manager.

Identify opportunities for Customer Service Representatives to upgrade and improve their skill by arranging training, review and implement improvement.

Assist in research, develop, administer and monitor new projects and activities with Operation ear Head Head.

Escalate problems as appropriate

Interprets and communicates work procedures and company policies to staff.

Helps workers in resolving problems and completing work

Reviews and checks work of CSRs such as reports, records, and applications for accuracy and content and correct errors.

Marketing degree or related business fields

Understanding of local markets  nuances and cultural diversity

Minimum 3-5  years working experience  within the marketing field

Product and service

Organizational understanding

Pay TV industry

Mathematical and technical knowledge

Branch operational activities a must

Customer service – a must