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Account Manager at ITG Store

Akwajobs   (Douala, Cameroon)

Posted : 12 March, 2018
Category : Marketing, Sales and Business Development   Location : Douala, Cameroon
Job type : Full Time
Intitulé du poste : Account Manager Poste basé à : Douala & Yaounde Prise de poste : Dès que possible Type de contrat : Salaire : Selon profil Nb de poste disponibles : 01 Minimum Qualifications : Good knowledge of NTIC BSc degree in Information System Management or in Computer Science, Information Technology or relevant field Experience Six (5) years of service center or customer service experience or equivalent combination of education and experience required. Supervisory experience is preferred. Strong customer service skills including service center client processes and procedures Excellent team coaching, training, facilitation and development skills Excellent oral and written communication, including presentation skills PC literate, including Microsoft Office products Analytical and interpretive skills Strong organizational skills Excellent interpersonal skills Excellent negotiation skills Ability to work in a team environment Ability to meet or exceed Performance Competencies Requirements : Proven minimum of three (3) work experience as a service center / Help desk manager Hands on experience with service center or help desk and remote control software Solid technical background with an ability to give instructions to both technical or functional experts Customer-service oriented with a problem-solving attitude Excellent written and verbal communications skills Team management skills Good presentation skills and ability to drive steering committee with both technical and nontechnical audience Job Roles & responsabilities: Responsible for the organization, staffing, enforcement and accomplishment of all Service Center activities in an efficient and economical manner. Manage the service center team and evaluate performance Ensure service center activities are consistent with Corporate's objectives Inspect and measure Service Center performance to identify opportunities or problem areas and develop solutions Responsible for leading our technical support team to provide excellent customer service and resolve all technical issues. As a service center manager, should have a solid process and procedures background combined with customer service experience. A problem-solving attitude with an ability to motivate the support team to achieve specific goals are essential skills to perform well in this position. Ultimately, should be able to ensure high quality technical support of the team and increase client satisfaction respect to defined SLA. Ensure customer service is timely and accurate on a daily basis Contribute to improving customer support by actively responding to queries and handling complaints Establish best practices through the entire technical support process Follow up with customers to identify areas of improvement Develop daily, weekly and monthly reports on Service Center team's productivity Provide customer feedback to the appropriate internal teams, Maintains excellent communication with top and down customers Analyzes revenue statistics and draw dashboard of the activity Produce weekly, monthly and quarterly reports including KPIs of the activity Identifies sales opportunities and develops customer solutions Investigates, reports and initiates corrective actions for accidents, job related injuries and employee discrepancies Ensures that Service Center premises are protected and maintained Facilitates informational meetings with Service Center team members Effectively handles special assignments as directed Pour postuler, envoyer un courriel à emploi@itgstore-consulting.com au plus tard le vendredi 30 mars 2018 à 15heures.