Job Purpose:

To ensure the provision of consistently high-quality Customer experience through quality service interactions by the Contact Centre team in compliance with overall Service strategy and standards while ensuring full accessibility and availability of the Centre to Customers.

Key responsibilities

• Respond to customer queries on assigned channels (email, social media, WhatsApp, SMS, web chats) promptly and professionally.
• Maintain desirable service levels or Contact Centre operations.
• Resolve customer issues effectively at the first point of contact.
• Update and maintain accurate customer records in relevant systems.
• Meet team and departmental targets (SLAs and KPIs).
• Manage bulk communications like SMS and email campaigns.
• Maintain high service levels and follow Contact Centre processes.
• Participate in service improvement initiatives and provide feedback on better customer experiences.
• Prepare and share reports promptly to ensure timely decision-making and effective communication.
• Perform other duties as assigned and develop multiskilling capabilities to support all Contact Centre operations.
• Adherence to best practice standards in achieving Customer experience metrics and processes in comparison with best-in-class contact centres.
• Perform any other duties as may be assigned from time to time.

Knowledge, experience and qualifications required

• University degree in a social science or business-related field.
• Relevant experience in a call centre and/or Customer Service.

• Respond to customer queries on assigned channels (email, social media, WhatsApp, SMS, web chats) promptly and professionally.
• Maintain desirable service levels or Contact Centre operations.
• Resolve customer issues effectively at the first point of contact.
• Update and maintain accurate customer records in relevant systems.
• Meet team and departmental targets (SLAs and KPIs).
• Manage bulk communications like SMS and email campaigns.
• Maintain high service levels and follow Contact Centre processes.
• Participate in service improvement initiatives and provide feedback on better customer experiences.
• Prepare and share reports promptly to ensure timely decision-making and effective communication.
• Perform other duties as assigned and develop multiskilling capabilities to support all Contact Centre operations.
• Adherence to best practice standards in achieving Customer experience metrics and processes in comparison with best-in-class contact centres.
• Perform any other duties as may be assigned from time to time.

• Customer service
• Communication
• Problem-solving
• Record keeping
• Report preparation
• Multiskilling

• University degree in a social science or business-related field.
• Relevant experience in a call centre and/or Customer Service.