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Thursday, January 11, 2018
7357 Customer Excellence Team Leader
Telecom Vanuatu Limited
Telecom Vanuatu Limited is seeking for a Customer Excellence Team Leader to be based in Port Vila.
The Customer Excellence Team Leader will be also responsible for the end to end customer service and ensuring customer satisfaction at all level.
Implementation of sales and after sales process
Centralization and Follow up of all customer complaints
Provide daily/weekly/monthly reports on customer complaints management and call center performance.
Manage efficiently the Customer Excellence activities
Responsible for the day to day running of Customer Excellence operations
Planning and operations of Customer Excellence business including inbound and outbound services
Develop targets related to all services provided by Customer Excellence as per company objectives
Identify new profitable and exciting channel to Market the organization products and services.
Create an outbound sales, marketing and market research unit
Coach and drive the supervisors and Customer Excellence team to ensure consistent delivery of services
Generate daily, weekly and monthly reports on all Customer Excellence services outbound and inbound call
Generate monthly reports for internal and external clients on Customer Excellence efficiency, staff performance and profitability of operations
Manage a team of about 20 agents
Monitor the level and quality of service and sales
Manage promotion events in the contact centers / direct sales along with the company's scheduled events
Participate in the hiring, developing, training, and motivation of his/her team
Evaluate the performance of individual subordinates and coordinate with other channels to ensure conformity and alignment with the overall company strategy
Carry out any cognate duties.
1. Qualification & Experience
University graduate in Telecommunication Engineering or Business Management
Or at least 3 years’ experience in similar position
People management/ direct sales within a telecom customer service and sales environment
Very good communication and interpersonal skills to the degree of influencing others
High level of customer orientation to the degree of understanding and also anticipating customer needs
Ability to work under pressure to achieve required sales targets and customer care objectives
Excellent coaching and leadership skills to the level of influencing subordinates to have a sense of ownership for what to do
Very good planning and organizing skills
Decision making & problem solving skills
Computer skills and ability to work on TVL Systems
3. Personal characteristics
Ability to fast learn and adapt
Ability to work under stressful situation
Availability in emergencies
To work closely with multiple team
How To Apply:
Interest applicants for the above position may send in their application and CV addresses to HR Coordinator, PO Box 146, Port Vila, or
HR Coordinator, PO Box 146, Port Vila, Vanuatu
11-January-18 Direct from Employer
For further information on the above Vanuatu job please see the source or contact the employer directly.
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