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
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 email@example.com au plus tard le vendredi 30 mars 2018 à 15heures.