Responsibilities

• This position is responsible for the overall quality of calls, ensuring that we are on par with global standards of excellence when delivering the customer service experience. In this role, the individual is required to:
• - Sample and evaluate call interactions between customer service executives (CSEs) and customers based on set criteria
• - Carry out coaching activities in an effort to improve CSE service performance
• - Analyse data and report on trends, comparisons and root causes to support continuous improvement initiatives

• Degree in any discipline with at least 4 years experience in a customer service environment
• Analytical and has an eye for detail
• Able to coach, lead and motivate CSEs
• Willing to work staggered hours and adapt to a fast-paced business landscape
• Competent with MS Office e.g. Excel, Word, PowerPoint

Interested applicants are invited to apply online with latest
updated CV.

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