مشرف دعم العملاء Supervisor Customer Support | وظائف MTN

مشرف دعم العملاء Supervisor Customer Support | وظائف MTN

مشرف دعم العملاء Supervisor Customer Support | وظائف MTN
مشرف دعم العملاء Supervisor Customer Support | وظائف MTN

Supervisor Customer Support

Job Category:
Customer Care
Customer Experience & Operations
Al- Khartoum
Job Summary:
• Supervise and lead a team of agents solving & handling customers’ complaints and requests in professional way.

Generate, Control & check the daily complaints report.
Generate the daily and monthly statistics reports.
Report to the Back Office Manager any alarming complaints and valuable information
Lead the team to achieve the section’s pre-established objectives.
Ensure that internal procedures are correctly interpreted, properly maintained and effectively administered.
Approve Compensation for customers who lost their credits due to network, system failure or wrong information as per SLA with IS & Finance.
Alarm fraud cases to legal and concerned parties.
Control and follow up the task distribution among the members of the team.
Provide the representatives with appropriate and effective support.
Provide continuous training to the representatives.
Follow up difficult cases and ensure their resolution in the most efficient manner.
Communicate and coordinate with other departments in order to better serve customers.
Ensure that all subscribers request are executed
Ensure that the best quality of service is delivered to the subscriber.
Ensure efficient coordination between the team members.
Ensure that all types of complaints are solved effectively in perfect time.
Review and update internal procedure.
Carry out performance measurement, monitoring, and evaluation of all agents to improve the efficiency.
Review subordinates' performance and set developmental plan.
Coordinate with the quality team to ensure customer satisfaction.
Ensure concern department commit about SLA.
Provide support to the other CR division requested by line manager.
To manage and develop staff /outsource team to achieve customer focus and departments KPI’s.
Define customer complaints root causes & reduce complaint reasons and churn.
Provide & update the departments with the needed tools to handle tasks and increase efficiency.
Organise recognition and rewards programs to improve employee satisfaction.
Contribute in developments and implementation of strategic vision for the department.
Perform Ad-Hoc duties as assigned by management.
Be responsible for maintaining the information security of MTN physical or information assets that they access, use, or manage as per the company policies.

Special Notice:

MTN Sudan provides equal opportunity, fair and equitable treatment in employment to all people without regard to, race, gender,

social origin, color, age, disability, religion, conscience, belief, political opinion, culture, language, marital status and family responsibility.

Job Requirements:
Bachelor's degree in Business Administration or any related field. 

 An Information Technology certificate will be a plus. 
 Minimum of 2-3 years of related working experience.

Required Skills:
• Service oriented. 
• Excellent communication skills. 
• Good interpersonal skills. 
• Personal organization skills

Closing Date:
Monday, April 25, 2022

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