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Incharge Service Center - Gujranwala
Job Purpose:
Ufone is looking for Incharge Service Center to understand, implement and monitor the CS policies,procedures & performance objectives. To ensure compliance to company policies. Ensureimplementation of effective and efficient Customer Relationship.
Job Description:
- To ensure that all the customers should be served within defined threshold. Service Level Threshold = 85%. Ensure Average Wait time of a center should be within the threshold.
- To ensure Sale Target & VAS Up-selling as well as other revenue related targets ( e.g. E-Bill Activation( Handset, U-Paisa, Internet & 3G Packages etc.) are achieved.
- To ensure all postpaid & MNP portion postpaid sales processed at service center are in active state after 90 days. To ensure no complaint is received against a CSR.
- Compliance of all regulatory policies.
- To ensure Tickets logged by Center should be according to the SOP and requirement for customer facilitation.
- To ensure responses against SMS and mood survey are not less than 95%
- To timely escalate and take full ownership for resolution of service center/KIOSK staff and customerissues and providing them feedback where required and ensure staff schedule adherence and availability.
- To ensure new sales, up-selling and cross selling targets assigned to the service center/KIOSK operations (where applicable) are achieved with compliance to company guidelines.
- Ensureimplementation of effective and efficient Customer Relationship Management/Operations in assigned Service Center/KIOSK operations by creating good working relations.
Job Specification:
- Minimum a Bachelor’s degree from a reputable university.
- 3 -5 years of relevant CS experience preferably with a cellular company
Knowledge & Skills:
- Customer service principles
- Competitors` offering
- Technology advancements (devices/ systems)
- Wireless technologies
- Clear understanding of telco business
Position Status:
Permanent - Assistant Manager
Location:
Gujranwala
For further details contact:
033-11-333-100 , customercare@ufone.com
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