eTalent is recruiting on behalf of one of its clients:

                                       CALL CENTER MANAGER

Customer service is a rewarding but challenging career that requires a variety of skills and knowledge.
Whether you`re dealing with customers face to face, over the phone, or online, you need to be able to communicate effectively, handle difficult situations, and provide a solutions that meet their needs and expectations.
They represent the brand and tis values, and aim to create a positive customer experience.

Primary Responsibilities:

• Responding to customer inquiries within company hours
  
• Troubleshooting tech problems
  
• Handling complaints to building strategies for improving the overall customer experience and fostering loyalty
  
• Answering questions about a company’s products or services Processing orders and transaction 
  
• Resolving issues and troubleshooting technical problems
  
• Delivering information about a company’s offerings
  
• Providing proactive customer outreach
  
• Handling customer complaints 
  
• Collecting and analyzing customer feedback
  
• Responding to customer reviews
  
• Developing and documenting knowledge into helpful content
  
• Tracking customer service KPIs and metrics, those may include:
  

-The CSAT scores – to track customer satisfaction.
-The Net Promoter Score (NPS) – to measure how likely customers are to recommend a company/product/service to their friends or colleagues.
-The Customer Effort Score (CES) – to evaluate the ease of service experience with an organization.
-The First Contact Resolution (FCR) – to find out how you can effectively deal with service issues at the first customer contact.
-The Average Resolution Time (ART) – to see how long it takes agents on average to resolve issues, and other metrics.
-Customers VOC

Profile:

• University education with a Bachelor's or Master's degree (BAC+4/BAC+5) in Management, Business Sciences, Marketing, etc.
  
• Excellent written and verbal communication skills.
  
• Strong proficiency in computer skills, with a focus on MS Office, especially Excel.
  
• Proficient in English.
  
• Analytical mindset.
  
• An experience of 4 to 6 years in the field.