Vaga Para Agente De Atendimento (Call Center Agent )

Vaga Para Agente De Atendimento (Call Center Agent )

Sovagasmoz - Call Center Agent


Job Purpose: 

As a Call Center Agent (CCA), you will contribute to a team effort and do your best to meet customer needs by giving helpful Info on products, registrations, resolving customer issues, taking orders, following up on unpaid accounts, trouble shooting problems and answering complaints.

Your Profile: 

You are open-minded, passionate and the way you work energizes others. You are committed to the timely delivery of a job well done. You behave with integrity and transparency.


 

Qualifications:

  • Post A level certification
  • Good communication skills and ability to command attention from customer and engage even a disappointed customer
  • Fluent in English and local language

Knowledge:

  • Emotional intelligence
  • Experience in Business Processes for Solar power.
  • Independent thinker who can offer solution to complex situations U

Core Competencies:

  • Remain informed of all new and existing products carried by the Company, by reviewing catalogs and other appropriate materials.
  • Keep the Customer Care Manager informed of important developments, potential problems, and related information necessary for effective reporting and management
  • Registration and activation of new accounts
  • Support for all Commercial Units in the organization
  • Confirmation of newly registered accounts before activation and calling back the client to ensure that all the registration details are well captured and the registered details match with the customer registered.
  • Any other duty that may be assigned from time to time



Core Competencies:

  • Developed negotiation and communication skills
  • Developed management and leadership skills
  • Exceptional service and results orientation
  • Superior analytical and problem-solving abilities.
  • Demonstrated ability to apply IT in solving problems
  • Ability to work under pressure and time constraints
  • Ability to work effectively with a wide range of cultures in a diverse community
  • Ability to present ideas in business-friendly and user-friendly language.
  •  Successfully presents technical information.
  • Ability to make effective and persuasive presentations to senior management
  • Ability to achieve results through others
  • Excellent self-organization and self-direction in performance of tasks, including time management skills

KPI’s:

  • Monthly assessment will be measured using the following performance indicators
  • Agent’s full-time employees (FTEs) as percentage of total call center FTEs
  • Answering percentage (number of sales calls answered/total number of sales calls offered)
  • Average after-call work time
  • Average queue time of incoming phone calls for client allocated -30 second waiting time is the maximum allowed
  • Cost per minute of handle time
  • Assigned task backlog
  • Field sales team utilization for all client faults reported and followed up with field team
  • Hit rate (products payments collected compared to total collection calls made)
  • Inbound call center leads created for new clients
  • Inbound call center opportunities created
  • Inbound calls handled per agent hour with set minimum of 25 clients per hour as measurement
  • Number of complaints received internal and external clients on service level offered
  • Percentage of customer service requests answered in given timeframe
  • Total calling time per day/week/month
  • Percentage of incorrect information added to the platform

How to apply:

Send Application to: helio.celestino@cbe.co.mz or Jussub.haji@cbe.co.mz 



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