ZONG jobs for Customer Service Center

Job Description:

To ensure state of the art Customer Service management across the Customer Service Centre (CSCs) network. Co-ordinate and resolve CSC operational issues and get it resolved through different vendor. Conduct analysis for providing effective and efficient services at CSC. Ensure that regions are fully updated with operational policies to provide quality customer services.

Decisions: Day to day monitoring of Customer Service standards & Quality Service to enhance efficiency, customer management feedback/ suggestion to management regarding improvements

Principal Accountibilities:

Monitoring of CSC Operational Activities

· CSC Operational Management

· Financial Reporting & Reconciliation

· Management of Cash flows and budgeting

· Prepare CSCs Operational Reports & Analysis

Monitor Customer Service Standards
Through effective monitoring review and access the service KPI’s. Work with regions and through consolidated feedback take appropriate measures for improvement and give feedback to the management for work efficiency and enhancement.

Management & Co-ordination with CSCs vendors and Assets

· Manage and process vendor payments

· Management of CSCs assets and reconciliation

Customer Service Policies.
Keep updated with CS policies, processes and systems. Conduct regular system testing for the improvement in the service KPI’s. Constantly look for innovative ways of improving the customer service, staff performance and motivation.

Market Research.
Conduct research on competitor Customer Service and prepare comparisons. Keep updated with the changing trends to provide quality and efficient services

Co-ordinate within and outside department for smooth and efficient work flow.

- Skills - Generic
Innovative, proactive, customer focused, work well in a pressure situation, self motivated & flexible, problem resolution oriented and able to work as a team

- Skills- Job Specific
Project Management, Good planning skills, Excellent communication skills in English (both verbal & written) , excellent presentation skills, ability to take risks and challenges, Strong analytical skills, Good Intrapersonal & interpersonal skills, skills to give positive/negative feedback in constructive way

- Experience
Minimum 2 years of experience
(Added advantage to be given for working in related field)

To Apply:

apply@zong.com.pk