Aug 12, Career Directions Limited Trade Development Representative Jobs in Kenya

aug-12,-career-directions-limited-trade-development-representative-jobs-in-kenya

Career Directions Limited Trade Development Representative Jobs in Kenya

Key Performance Objectives

Operations Delivery

  • Monitor and evaluate interactions at all touchpoints daily.

  • Provide feedback to representatives with regards to their quality performance.

  • Real time monitoring and provide trending reports hourly and feedback to agents and supervisors daily on issues noted for the day.

  • Ensure interactions evaluations show the true reflection of call/ interaction quality and sales propositions.

  • Conduct trend analysis while sharing recommendations.

  • Handle escalated queries while providing detailed synopsis of the findings.

  • Manage and monitor QA system- Ensure uptime of the systems at all times.

  • Identify and contribute to quality initiatives –Ops delivery

  • Evaluate and recommend processes and procedures to improve on CSAT (Customer Satisfaction).

  • Participate in CX and care projects as and when need be.

  • Ensure that the FAQs are properly cascaded to the teams to ensure compliance of the information.

    Manage Feedback Sessions

  • Identify and escalate training needs.

  • Report Deviances from Standard Operating Procedures to the relevant supervisors and managers.

  • Coach Customer Service Representatives.

  • Conduct coaching supervision to the partners Quality files.

  • Manage conflict related to QA Audits between the supervisors and the CSRS.

  • Prepare quality reports on a daily, weekly and Monthly basis while clearly showing the areas of opportunity, and strength.

  • Ensure consistent standards and guidelines are used for all customer contacts whether onsite or through vendor partners.

    Evaluation and Reporting

  • Completed feedback sheets.

  • Developed and Maintained evaluation criteria

  • Prepare quality reports on a daily, weekly and Monthly basis while clearly showing the areas of opportunity, and strength.

    Requirements

    The incumbent is required to have the following qualifications and experience level:

  • Bachelor’s Degree

  • Minimum of 3 years’ experience in a call center service Industry.

  • Customer Service Management.

  • Experience at technology-oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage.

  • Customer Service Management.

  • Strong leadership and team building skills.

  • Excellent interpersonal, verbal, and written communication skills.

    How to Apply

    For more information and job application details, see; Career Directions Limited Trade Development Representative Jobs in Kenya

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