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  • Posted: Jan 31, 2018
    Deadline: Feb 5, 2018
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    A leading expert on the unique and extreme challenges that scarcity of human capital in Africa poses, African Management Services Company (AMSCO) has been providing human capital solutions to African industries for more than 25 years. We work with a wide variety of clients ranging from private and public investors, SMEs and large companies through to indu...
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    Customer Care Quality Assurance Agent

    Reporting to the Customer Service Manager, the Customer Care Quality Assurance agent will be responsible for evaluating accuracy and quality of customer care team across various platforms – call center, emails, social media and online chat.

    The QA will monitor inbound and outbound calls, email responses, chat transcripts to assess team demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

    S/he will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.

    Responsibilities

    • Participate in design of call monitoring formats and quality standards.
    • Perform call monitoring and provide trend data to management team.
    • Use quality monitoring data management system to compile and track performance at team and individual level.
    • Perform monitors of customer care email responses and online chat communication.
    • Provide actionable data to various internal support groups as needed.
    • Coordinate and facilitate call calibration sessions for call center staff.
    • Provide feedback to customer care managers.
    • Prepare and analyze internal and external quality reports for management staff review.
    • Perform other duties as assigned.

    Qualifications

    • At least 2 years relevant experience.
    • A Bachelor’s degree will be an added advantage.
    • Excellent people skills and ability to work with large group of team members.
    • Excellent verbal, written and interpersonal communication skills.
    • Outstanding customer service skills and dedication to providing exceptional customer care.
    • Must be self-motivator and self-starter.
    • Exceptional listening, analytical and creative skills.
    • Solid time management skills.
    • Must be able to effectively deal with people at all levels inside and outside of the company.
    • Ability to multitask and successfully operate in a fast paced, team environment.
    • Must adapt well to change and successfully set and adjust priorities as needed.
    • Must be proficient with Microsoft Office (intermediate Word, basic Excel).
    • Ability to work in shifts.

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    Customer Care Shift Manager & Supervisor

    The Customer Care Shift Manager is responsible for organizing, expediting and coordinating flow of work with customer care agents, monitor the performance of the team, organize work between customer care agents in the shift and ensure that targets are met. S/he must be able to work in a highly competitive environment with up to 40 customer care agents per shift. Must be highly motivated and a go getter.

    Responsibilities

    • Assist the team by organizing the tasks between customer care agents on various platforms.
    • Supervise the shift and to ensure all clients are served accordingly and efficiently.
    • Handle complaints and other issues that customer care team comes across with during the shift.
    • Communicate with other internal department in case of issues and follow up on receiving fast resolution of the same.
    • Maintain files, emails and other relevant information In an organized manner.
    • Any other duty that may arise.

    Qualifications

    • At least 2 years’ experience in a similar position.
    • Communication proficiency, both written and verbal form.
    • A responsible attitude and able to multitask between internal departments and large group of team members across different platforms.
    • Highly organized with ability to make right decisions under pressure.
    • Ability to lead and motivate others.
    • Good time management and accuracy at record keeping.
    • Ability to priorities own work and work of other team members.
    • Excellent work ethics and ability to work independently, under pressure and meet tight deadlines.
    • Ability to work in shifts.

    go to method of application »

    Compliance Agent

    The Compliance Agent assists in the day-to-day transactions relating to compliance. The agent will report to the Directors to ensure all transactions remains compliant with company polices. S/he will do account research to verify and/or correct credit balances, performs verification of payouts, perform professional level investigative tasks identifying instances of alleged fraudulent activities.

    Responsibilities

    • Use logic to analyze or identify underlying factors associated with information or data to draw conclusions.
    • Extract and compile data from various systems and sources; verify the accuracy and integrity of information required for processing.
    • Perform clients’ payouts in extremely fast paced environment.
    • Verify clients’ payouts by using automated software application.
    • Liaise with other internal department for payout verifications that require their attention.
    • Identify risk indicators, red flags to management and other departments and propose corrective action.
    • Proactively analyze and clearly communicate issues and suggested solutions to management.
    • Suggest continuous improvement ideas and assist in the implementation of new departmental efficiencies.
    • Provide senior level constructive feedback to internal departments following reviews of their deliverables.

    Qualifications

    • 2 years in a compliance or a related field
    • Ability to maintain confidentiality and data accuracy when handling sensitive information
    • Ability to operate and prioritize in a fast-moving & demanding environment and deal with complex situation
    • Technical and professional skills or knowledge of risk and controls analysis
    • Strong oral and written communication skills
    • Must be self-guided and motivated, working to complete tasks thoroughly and requesting assistance if needed
    • Strong analytical mindset with an ability to synthesize data; detail oriented with a focus on quality results and accuracy
    • Proficiency with Microsoft Office
    • Ability to work in shifts (night shift included).

    go to method of application »

    Call Centre Shift Manager & Supervisor

    Reporting to the Customer Service Manager, the Call Centre Shift Supervisor will be responsible for supervising the call center, to deliver high performance results and install practices to increase the current performance of the team. S/he must be able to work in a highly competitive environment with up to 40 customer care agents per shift.

    Responsibilities

    • Excellent ability to cross sell products. S/he must know how to motivate the team to increase sales, to up sale to the clients and resolve disputes in a professional manner.
    • Lead and train the sales team, to install procedures and practices to increase the sales and quality of service.
    • Determine telemarketing quality standards by studying inbound and outbound calls and customer service presentations.
    • Provide feedback and timely reports to Customer care manager.
    • Develop new models; implementing changes and gives suggestions on new procedures and policies in order to increase performance of the team.
    • Organize frequent trainings and motivate the team in order to increase the performance.
    • Supervise the shift and ensure all clients are served accordingly and efficiently.
    • Handle complaints and other issues the team comes across with during the shift.
    • Communicate with other internal department in case of issues and follow up on receiving fast resolution of the same.
    • Maintain files, emails and other relevant information in organized manner.
    • Any other duty that may arise.

    Qualifications

    • At least 2 years’ experience similar position in sales.
    • Excellent sales skills, experience in this field is necessary.
    • Excellent work ethics and ability to work independently, under pressure and meet tight deadlines.
    • Excellent verbal and written communication skills.
    • Ability to deliver high performance results and meet monthly targets.
    • Must be highly motivated self-starter and willing to deliver to the maximum.
    • A responsible attitude and able to multitask between internal departments and large group of team members across different platforms.
    • Highly organized with ability to make right decisions under pressure.
    • Ability to lead and motivate others.
    • Good time management and accuracy at record keeping.
    • Ability to prioritize own work and work of other team members.
    • Excellent work ethics and ability to work independently, under pressure and meet tight deadlines.
    • Ability to work in shifts.

    Method of Application

    Send your application and CV indicating current salary/last salary/salary expectations to recruitment@amsol.co.ke by latest Friday 05th February 2018.

    Indicate position applied for on the email subject.

    NB: You MUST possess a valid Certificate of Good Conduct.

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