Customer Care Supervisor

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Job ID:

1812

Category:

Customer Service, Information Technology
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Job Views:

3003

Employment Type:

Full time

Posted:

09.18.2018
col-wide 

Occupations:

Customer Support: General-Other: Customer Support-Client Care, Retail Customer Service

Job Description:

DKT INTERNATIONAL NIGERIA is a social
marketing organization whose core mission is the provision of safe and
affordable options for family planning and HIV prevention. DKT INTERNATIONAL
NIGERIA is one of the largest
private providers of family planning and reproductive health products and
services in Nigeria.

Responsibilities
  • Lead setting up of Customer Care department
    within DKT Nigeria, this includes but not limited to planning of human and financial resources, customer care protocols and operational guidelines, management of both in-bound and out-bound calls and customer database.
  • Manage the day to day planning and operation
    of the DKT Nigeria Customer Care Department.
  • Act as a knowledgeable resource to team
    members and offer creative solutions.
  • Communicate daily, weekly and monthly
    Helpline/Call Center data metrics for the purpose of providing an accurate picture of the department’s productivity.
  • Identify, develop and implement
    protocols/system enhancements to assist in maximizing productivity and improving service quality in order to maintain client retention levels.
  • Help promote the Helpline /Call Center as an important contraceptive resource for women, couples, healthcare providers, young people and other support groups.
  • Ensure team members are fully trained and
    updated on best practice customer service. Ensure adequate induction training takes place for new team members and current team members are always updated on products, medical information and systems where appropriate.
  • Actively promote high customer service and quality ethos on the team and in DKT Nigeria as appropriate.
  • Carry out regular team meetings to improve internal communication by informing staff of departmental policies and protocols. Idea generation and problem solving will be expected as part of these meetings.
  • Ensure recruitment is carried out in a timely manner in order that there is minimal operational effect from staff turnover.
  • Promote & develop leadership styles, behaviors
    and technical competencies within the team.
  • Undertake other Ad Hoc duties as requested
    by DKT Nigeria management team.

Job Requirements:

Qualifications And Experience
  • Diploma in social science, nursing, social work and related fields from accredited institutions.
  • 2-3 years of supervisory experience in call center/ helpline is essential.
  • Previous experience in General Health/Reproductive health/Maternal Health/ Family Planning will be an advantage
  • Proficient in MS office is essential.
Skills & Competencies
  • Control all (in-bound and out-bound) calls from clients in effective, professional and caring manner
  • Understand the impact of attitudes in handling calls professionally and issues surrounding provision of reproductive health care information.
  • Apply the elements of building positive rapport with different types of customers over the phone.
  • Apply the proper telephone etiquette to satisfy various customer situations.
  • Use professional and active listening skills
    that support effective telephone communication.
Identify Voice Modulation Skills And How To 
  • enhance a good telephone presentation.
  • Interact with customers to provide information in response to inquiries about products & services and to handle and resolve complaints.
  • Receives customer’s request by telephone, analyze requests, provide information requested or ascertain who can best provide the information and route the request to the proper persons if needed.
  • Analyzes transactions correct record’s and adjusts errors
  • Technical trouble shooting and gathering
    information from customers to identify the root cause of their problem and/or dis-satisfaction, determining appropriate cause of action to ensure the result is a win-win situation and documents the interaction through contact tracking.
  • Ensuring timely and professional responses to all complaints request and inquiries received.
  • Demonstrating communication skills & abilities to gain customers trust and provide exceptional follow-up.
Company Info
DKT nternational
Nigeria

Phone:
Web Site: http://www.dktinternational.org
Company Profile

Company Info


DKT nternational
Nigeria
Phone:
Web Site: http://www.dktinternational.org

Customer Care Supervisor

col-narrow-left 

Job ID:

1812

Category:

Customer Service, Information Technology
col-narrow-right 

Job Views:

3003

Employment Type:

Full time

Posted:

09.18.2018
col-wide 

Occupations:

Customer Support: General-Other: Customer Support-Client Care, Retail Customer Service

Job Description:

DKT INTERNATIONAL NIGERIA is a social
marketing organization whose core mission is the provision of safe and
affordable options for family planning and HIV prevention. DKT INTERNATIONAL
NIGERIA is one of the largest
private providers of family planning and reproductive health products and
services in Nigeria.

Responsibilities
  • Lead setting up of Customer Care department
    within DKT Nigeria, this includes but not limited to planning of human and financial resources, customer care protocols and operational guidelines, management of both in-bound and out-bound calls and customer database.
  • Manage the day to day planning and operation
    of the DKT Nigeria Customer Care Department.
  • Act as a knowledgeable resource to team
    members and offer creative solutions.
  • Communicate daily, weekly and monthly
    Helpline/Call Center data metrics for the purpose of providing an accurate picture of the department’s productivity.
  • Identify, develop and implement
    protocols/system enhancements to assist in maximizing productivity and improving service quality in order to maintain client retention levels.
  • Help promote the Helpline /Call Center as an important contraceptive resource for women, couples, healthcare providers, young people and other support groups.
  • Ensure team members are fully trained and
    updated on best practice customer service. Ensure adequate induction training takes place for new team members and current team members are always updated on products, medical information and systems where appropriate.
  • Actively promote high customer service and quality ethos on the team and in DKT Nigeria as appropriate.
  • Carry out regular team meetings to improve internal communication by informing staff of departmental policies and protocols. Idea generation and problem solving will be expected as part of these meetings.
  • Ensure recruitment is carried out in a timely manner in order that there is minimal operational effect from staff turnover.
  • Promote & develop leadership styles, behaviors
    and technical competencies within the team.
  • Undertake other Ad Hoc duties as requested
    by DKT Nigeria management team.

Job Requirements:

Qualifications And Experience
  • Diploma in social science, nursing, social work and related fields from accredited institutions.
  • 2-3 years of supervisory experience in call center/ helpline is essential.
  • Previous experience in General Health/Reproductive health/Maternal Health/ Family Planning will be an advantage
  • Proficient in MS office is essential.
Skills & Competencies
  • Control all (in-bound and out-bound) calls from clients in effective, professional and caring manner
  • Understand the impact of attitudes in handling calls professionally and issues surrounding provision of reproductive health care information.
  • Apply the elements of building positive rapport with different types of customers over the phone.
  • Apply the proper telephone etiquette to satisfy various customer situations.
  • Use professional and active listening skills
    that support effective telephone communication.
Identify Voice Modulation Skills And How To 
  • enhance a good telephone presentation.
  • Interact with customers to provide information in response to inquiries about products & services and to handle and resolve complaints.
  • Receives customer’s request by telephone, analyze requests, provide information requested or ascertain who can best provide the information and route the request to the proper persons if needed.
  • Analyzes transactions correct record’s and adjusts errors
  • Technical trouble shooting and gathering
    information from customers to identify the root cause of their problem and/or dis-satisfaction, determining appropriate cause of action to ensure the result is a win-win situation and documents the interaction through contact tracking.
  • Ensuring timely and professional responses to all complaints request and inquiries received.
  • Demonstrating communication skills & abilities to gain customers trust and provide exceptional follow-up.
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