June 06, 2017
Job title: Supervisor: Back Office
Employer: Vodacom Tanzania
Location: Tanzania
Duties
Oversees implementation of an action planned by Management to provide superior quality support to the business partners, M-Pesa Super dealers, Agents, Banks and M-Pesa Customers life circle as well as all support that need Back office support
Review and improve the support processes and policy to increase customer satisfaction in relation to Customer Service Strategy and company (Vodacom ways) as a whole.
Work in conjunction with other stake holders across departments to improve Services Level and Fist call resolution and make sure customers are satisfied.
Analyze trends, reasons why customers contact call centre or Back office, then share the suggestions and recommendation toward call reduction, Improve Services Level and FCR as well as customer Experience
Directly handle escalated customer queries and complaints from all Back office inlet Chanel
Ensuring quality service is offered by evaluated logs through any authorized means including using QA evaluation
Education:
Degree / Diploma and or relevant experience
Experience
2 years relevant experience (Sales and Marketing, Customer Service Operations or Product and Development).
Swahili & English (fluent)
Computer skills training at an intermediate level (excel, word and power point are essential)
Outstanding individual performance record in a related field.
How to Apply:
Please apply Online