Incharge Service Center - Multan

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:

Multan