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Telecom Vanuatu Limited is seeking for a Customer
Excellence Team Leader to be based in Port Vila.
Missions
The Customer Excellence Team Leader will be also
responsible for the end to end customer service and ensuring customer
satisfaction at all level.
- Implementation of sales and after sales process
- Centralization and Follow up of all customer
complaints
- Provide daily/weekly/monthly reports on customer
complaints management and call center performance.
Activities
- Manage
efficiently the Customer Excellence activities
- Responsible
for the day to day running of Customer Excellence operations
- Planning
and operations of Customer Excellence business including inbound and outbound
services
- Develop
targets related to all services provided by Customer Excellence as per company
objectives
- Identify
new profitable and exciting channel to Market the organization products and
services.
- Create
an outbound sales, marketing and market research unit
- Coach
and drive the supervisors and Customer Excellence team to ensure consistent
delivery of services
- Generate
daily, weekly and monthly reports on all Customer Excellence services outbound
and inbound call
- Generate
monthly reports for internal and external clients on Customer Excellence
efficiency, staff performance and profitability of operations
- Manage
a team of about 20 agents
- Monitor
the level and quality of service and sales
- Manage
promotion events in the contact centers / direct sales along with the company's
scheduled events
- Participate
in the hiring, developing, training, and motivation of his/her team
- Evaluate
the performance of individual subordinates and coordinate with other channels
to ensure conformity and alignment with the overall company strategy
- Carry
out any cognate duties.
Criteria:
Competences:
1. Qualification & Experience
- University
graduate in Telecommunication Engineering or Business Management
- Or
at least 3 years’ experience in similar position
2. Skills
- People
management/ direct sales within a telecom customer service and sales
environment
- Very
good communication and interpersonal skills to the degree of influencing others
- High
level of customer orientation to the degree of understanding and also anticipating
customer needs
- Ability
to work under pressure to achieve required sales targets and customer care
objectives
- Excellent
coaching and leadership skills to the level of influencing subordinates to have
a sense of ownership for what to do
- Very
good planning and organizing skills
- Decision
making & problem solving skills
- Computer
skills and ability to work on TVL Systems
3. Personal characteristics
- Ability
to fast learn and adapt
- Ability
to work under stressful situation
- Honest
- Availability
in emergencies
- To
work closely with multiple team
- Reliable
- Adaptability.
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Interest
applicants for the above position may send in their application and CV addresses
to HR Coordinator, PO Box 146, Port Vila, or valerie.dinh@tvl.net.vu before on 18TH
January 2018.
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| (+678) 22185
Address:
HR Coordinator, PO Box 146, Port Vila, Vanuatu
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| valerie.dinh@tvl.net.vu
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| ______________________________________________________________ |
Source:
11-January-18 Direct from Employer |
| For further information on the above Vanuatu job please see the source or contact the employer directly. |
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