Call Center Officer Under Contract at CommercializationmDe-Risking for Agricultural Transformation Project: (Deadline 1 June 2023)

Call Center Officer Under Contract at CommercializationmDe-Risking for Agricultural Transformation Project: (Deadline 1 June 2023)

Job description

Reporting to Communication Specialist, the Call Center Officer will carry out the following duties:

Tasks and Responsibilities:

 Manages the customer service operations, which deals directly with customers and the first point of contact
 Develops, tracks and reports key performance measurements of call center
 Develops and implements process and procedures to improve operational efficiency
 Establish customer relationships by providing prompt, accurate and friendly customer service
 Oversees cross functional work areas targeted to resolve issues raised by customers
 Manage project Helpline: Outbound and inbound calls handling
 Ensuring daily user trends helpdesk statistics & Monthly incident tracking reports.
 Attending various programs conducted by team
 Visiting the outreach points to understand existing & prospective customer related issues
 Fortnightly stakeholder meetings with aim of review progress, challenges with call center and to agree mid-course process or strategy corrections.
 Submission of a fortnightly progress
 report and minutes of each review meeting

Deliverables

The following will be undertaken and delivered:

 Number of calls received and handled
 Weekly report
 Monthly report and quarterly report
 Customer satisfaction on key project services report developed on quarterly basis