Senior Executive-Customer Care Voice-Inbound

7 days ago

Cape Town, Western Cape, South Africa EXL Service Full time R250 000 - R500 000 per year
Job Description

CARE Specialist: The primary role of the job is to advocate world-class customer experience to front-liners and support members of the account. The job focuses on coaching and training customer experience soft skills essential in enabling our front-liners connect better with customers and demonstrate overall excellent call handling. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the CE AM in training our support members to champion customer experience to everyone in the account through monitoring and coaching, as well as active participation in CE projects.

Responsibilities

Responsibilities:
  • Classroom Management/Modules/Up-training/Initiatives/Quality
  • Monitor calls of agents to identify behaviors, coaching and learning needs on soft skills pertinent
    to call handling and customer experience.
  • Conduct one-on-one coaching with agents to develop or enhance ideal customer experience
    behaviors.
  • Conduct learning sessions on customer experience for both agents and support (Ex. AMs).
  • Develop materials and conduct Foundation Skills Training (FST) when needed.
  • May help the CE AM and/or CE LAM prepare for and/or conduct learning and development
    sessions for support.
  • Help the CE AM and/or CE LAM gather, measure and analyze data to gauge the effectiveness of
    the CE projects program and its parts/projects on a regular basis.
  • Conduct agent interviews to gauge customer service orientation and communication skills
    trainability.
  • Protects the confidentiality of client and adheres to company policies regarding confidentiality.
  • Create a positive work environment by acknowledging agent and team contributions, soliciting
    input, and offering personal assistance, when needed.
  • Ensure compliance with internal policies and procedures, external regulations and information
    security standards.
  • Conduct special induction with new hires to make them aware of the company culture and the
    work they need to do.
Qualifications

Competencies Required:
  • Strong communication and organization skills
  • Experience in coaching and training skills
  • Ability to communicate effectively to a variety of audiences
  • Ability to work with minimum supervision and in a continually challenging environment
  • Deep understanding, appreciation and demonstration of world-class customer service
  • Knowledge of MS Office - Excel, PowerPoint, Word
Functional:
  • Leads engagements at vertical / program / client level
  • Understands business requirements and provides appropriate solutions to benefit the business
  • Has the ability to identify superior improvement opportunities
  • Knowledge of quality assurance, process improvements, domain, etc
  • Monitoring and Reviewing
Leadership:
  • Fosters a spirit of collaboration and team work
  • Ability to relentlessly pursuing excellence
General:
  • Conformance to policies / compliances with auditing skills and eye for details
  • Ability to coach and give feedback on an ongoing basis.
  • Interviewing skills
  • Strong written and verbal communication Skills.
  • Problem solving skills
  • Ability to resolve conflicts constructively and lead in a continually challenging environment
** In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets **

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