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ENGIE is a leading world group that provides low-carbon energy. Our group is a global reference in low-carbon energy and services.
Team: Customer Experience
Reporting To: Head of Customer Experience
Responsibilities
- Listen and monitor customer calls (both historic and real time), document required information and ensure call objectives standards are met [4 calls per agent].
- Ensure call Center executives have standard answers to all customer questions, complaints and concerns, and there is consistency in the way customer's issues are handled.
- Ensures customer reports are logged in Solar Hub immediately
- Weekly quality score reports generated both at executives and team level.
- Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for improvement.
- Mentor and support call Center executives to effectively serve customers.
- Design and implement training sessions for weak areas of call Center executives.
- Implement the CSI and NPS within the call Center and across.
- Implement any survey request within the call Center
- Monitor executive's performance to deliver valuable data that can help with the modification of agent behaviour, skills, sales performance, and improving the customer experience.
- Develop evaluation programs and communicate performance standards and metrics to the team.
- Conduct one on one quality feedback sessions with call center executives if need be.
- Coach Call center executives to achieve required quality standards and daily metrics through set call protocols and system processes.
- Provide real time feedback to the call center team leaders.
- Retrieve sales calls and settle sales conflicts occasionally.
Knowledge And Skills
Experience:
- Minimum of <1 years of experience performing Quality Assurance in a contact centre environment in all multiple channels (phone, chat, e-mail, social media)
- Experience with CSI and NPS methodology
- Experience developing and implementing QA programs highly preferred.
- Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
- Exceptional listening and analytical skills
- Proficient in Word, Excel, and PowerPoint for presentations and reports required.
- Telemarketing/Sales force experience in financial sector preferred.
- Good knowledge of new products on the market in marketing (including digital marketing)
- High energy and enthusiasm
- Experience in financial services a plus
Qualifications:
- Bachelor's Degree or it equivalent
Language(s):
Technology:
- Experience in technology required for the role
We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!
A significant exposure to Ethics risk given the geographical footprint (9 African markets) and type of activities (B2C, with large sales force on the field), this hire is critical for business continuity.
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