View Jobs at Green Africa |
Full Time |
Lagos |
Posted 1 year ago |
Job Title: Lead, gCare and Quality Assurance
Location: Lagos, Nigeria
Job Function: Commercial Studios
Employment Type: Full Time
Experience Level: Professional
Workplace Type: Onsite
Job Role
- Provide weekly and monthly customer touch points analytics and winning solutions to the Chief Commercial Officer to improve customer retention
- Develop and implement customer care processes to ensure quality assurance is aligned with Green Africa’s standard
- Establish SLA for each agent and turnaround time between 25 min – 45 min
- Weekly meetings with the gCare team to analyze data of all customer interactions
- Setting clear monthly KPIs and service procedures, policies, and standards for the customer care agents
- Working collaboratively with the third-party company daily to understand customer issues at the call center and provide proactive solutions
- Overseeing high volume of calls and messages
- Identifying training needs and organize training interventions to meet quality standards and reduce negative customer experience and improve customer satisfaction
- Ensuring compliance of all calls and email across the touch points as they align with Green Africa especially during disruptions
- Any other duties assigned by the Chief Commercial Officer.
Qualifications
- A graduate of any numerate or administrative discipline
- Experience as a Customer Care and Quality Assurance/Auditor in a technology or e-commerce environment
- Proficiency in the use of the Microsoft office Suite.
- Good working knowledge of several customer interaction platforms (eGain, Hootsuite, Sprout social etc.)
- Excellent writing skills with competence in drafting responses, communiques, and feedback.
- Excellent management skills.
- Key analytical and problem-solving skills.
- Resilience to prioritize tasks and complete them in a high-pressure environment
Must have skills:
- Problem Solving Attention to details Interpersonal Customer Service Time Management Analytics Performance management Communication
- Good to have skills
- People management Leadership.
Application Closing Date
Not Specified.
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Job Features
Job Category | Analyst/ Quality Control |