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Contact Centre Associate - BRITAM



2 weeks ago

Job Description

The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within Britam, supporting the team leaders and managers in gap identification and make recommendations to improve on customer experience and carry out educative campaigns on processes and customer experience systems Key responsibilities Analyse / audit service incident data, emails, voice recordings, service requests and customer surveys to identify areas of service delivery that did not meet pre-established performance standards as per the quality assurance score card; Provide structured and timely recommendations based on audits done Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment; Develop and conduct targeted group coaching sessions for frontline staff that address Service Quality deficiencies and/or improvement opportunities; Use customer service expertise to assess existing practices and procedures

Required Knowledge, Skills, and Abilities

  1. Excellent Knowledge of Britam products and services Excellent knowledge of Customer Experience Center systems Excellent oral, written and interpersonal communication skills Strong knowledge of customer care processes and techniques Must have good analytical skills as well as decision making abilities
  2. Good organizational and planning skills

Education + Experience

  1. Bachelor's degree in a business related field from a recognized university
  2. 2 - 3 years total working experience in customer service within Britam environment