Customer Loyalty Executive

The Role:

The Quality Assurance and Training Officer will work closely with the quality assessors,customer service teams,customer service team managers, training team and managers to serve existing and potential customers by ensuring the customers are satisfied with the service offered with great customer experience and give feedback to the organization.

Key responsibilities for the role include:
• Implement team goals or objectives
• Supervise, train or guide team members
• Mediate any interpersonal issues
• Inspire and motivate team members
• Provide effective feedback
• Utilize technology effectively
• Be knowledgeable about each team members job role
• Have team calibrations to ensure that each QA Assessor understands the scorecard and speak one language
• Work with the different departments to ensure training, process checks and call insights are done as requested.
• Share and analyse the reports shared by the team to the respective country heads and the relevant stakeholders.
• Work with a call center team manager on any corrective measures that need to be implemented.
• Represent the team performance at meetings by sharing updates,status and giving feedback.
• Look for areas of improvement in order to perform better.
• Work on the role assigned within the QA structure.
• Participates in customer and client listening programs to identify customer needs and expectations.

The ideal candidate:
• 2-3 years Call Center Experience in a leadership/management role
• Bachelor Degree in a Communication or Business related field
• Exceptional listening and analytical skills
• Must have good knowledge of customer relationship or customer service practices
• Must have good data entry and typing abilities
• Must adapt well to change and successfully set and adjust priorities as needed
• Be customer oriented
• Have excellent interpersonal skills
• Have effectual time and project management skills
• Be able to make responsible and effective decisions
• Be able to work on your own initiative.
• Be able to communicate efficiently – both written and verbally
• Be able to meet targets and handle a high pressure environment
• Be able to lead and manage teams.

We are looking for someone who is driven, passionate and excited about the opportunity to bring honest, affordable, energy to homes in Africa. If this sounds like you, we would love to hear from you.

Greenlight Planet offers a competitive salary, a fun, supportive work environment and opportunities for continued professional growth within a fast-growing global enterprise