PURPOSE OF THE JOB: The main purpose of this position is to oversee all function and controls for existing and new BPO business implemented.
The candidate must be a customer-centric professional, to supervise and support coordination processes and direct collaboration with key customers. It requires an active contribution to the development of the business, the implementation of operational processes according to the needs and expectations of the customers.
MAIN RESPONSIBILITIES: Key Responsibilities:
· Communication with customers, contribute to customer relationship development by building, maintaining constructive relationships with existing and new BPO customers.
· Provide solutions that improve customer experience whilst internal EC arrangements are kept efficient.
· Overseeing productivity, quality, and controls to ensure SLAs are kept.
· Ensure that performance meets customer expectations and assure maximum customer satisfaction.
· Overseeing the coordination of staff availability and language requirements between the different platforms.
· Participating in oboarding of new customers and operate as the main point of contact for the commercial team at our head office.
· Participate in discussion of contractual and financial matters.
· Promote and sell the EC concept to new customers and maximize sales and opportunities.
· Ongoingly maintain and improve knowledge of customer needs, industry, markets, and products.
Daily responsibilities:
· Responding to customer requests and questions regarding service, products, and account information.
· Maintaining a quick response rate with highest standards, high levels of grammar, listening and verbal skills to facilitate exceptional customer service correspondence.
· Establish and maintain effective working relationships with our QA department, supervisors, and customers.
· Coordinate and participate in strategic meetings individually with clients or together with EC management.
· Keep an overview and understanding of financial flows and balances of BPO customers.
· Actively participate in business development projects and follow international developments in fields of BPO services and travel claims services.
· Actively participate in internal automation development projects when required.
· Transferring needs of customers in full accordance with the BPO platform and processes.
· Proposing and implementation of long-term targets in BPO operations, coming from the customers' expectation, cultural specifics, and previous history of joint cooperation.
· Preparation statistics and presentations for regular Monitoring Boards with the customers
· Tasks defined by Disaster/Contingency Plan and Business Recovery Plan, incl. coordination and arrangement of telcos with customers; active guidance and support for supervisors in managing the situation.
· Position may require international travel.
POSITION PROFILE: Education / knowledge and experience:
· Bachelor's Degree or Certificate of Higher Education
· At least 5 years of previous experience in BPO centres management, preferably in the insurance industry
· Customer Service oriented, Solution oriented
· Full computer literacy in Microsoft office tools
Language and personal skills:
· Native, bilingual, or high advanced English
· German as second language is advantageous. · Be able to operate in a multi-lingual and multi-cultural environment; current teams are English, Italian, German, Danish, Swedish etc. Clients are global.
Salary/Benefits:
· R50,000 – R55,000 Gross
· Full medical aid – paid by company.
· Retirement Annuity benefit – contributions paid by company
Location:
· Cape Town
Job Types: Full-time, Permanent
Pay: R50000,00 - R55000,00 per month
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