Roles and Responsibilities
Upkeep and maintain customer complaint and claims information to system applications and organise an accurate database.
Analyse cases to identify the root causes of service incidents/ failures and suggest solutions to prevent recurrence within Kifiya’s network
Primary focus on the effective operation of the Service Recovery System by analysing root causes of service failure instances and applying corrective and preventive measures for future gain to both customers and Kifiya.
Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage
Channel customer’s feedback to management or relevant departments for service improvement.
Responsible for managing & controlling the day to day work of Backline Advisors.
Ensure the work place is adequately resourced by liaising with relevant staff and planning resources effectively.
Do daily attendance and document tardiness/absence and send report to mangers monthly
Ensure that customer enquiries are dealt with in accordance to service standards.
Personally deal with more complex, escalated enquiries Complaints and claims.
Challenge current methods of service delivery and identify, recommend and Implement improvements.
Ensure that Backline Advisors achieve the required performance targets and Standards in accordance with SLAs.
Monitor and report progress and performance, provide feedback and take appropriate corrective action.
Ensure that personal targets and deadlines are met.
Motivate, develop, coach, train, recognize achievement and deal with performance issues
Recommend to management system changes or process changes based on feedback taken from team members and own experience.
Monitor backline team closely so that they are performing their daily duties.
Work with management to arrange staffing levels based on the number of cases an officer could handle per day.
Monitor systems to make sure all systems are operational prior to arrival time of advisors and confirm all advisors have logged off at the end of their shift.
Identify gaps from agreed service standards and advice Managers
Handle requests that had been logged on the service desk.
Use appropriate Judgment in upward communication regarding department or employee concerns
Ensure employees have appropriate training and other resources to perform their Jobs.
Bachelor's degree in Business Administration, Marketing, Social Sciences or any other relevant field.
3- 5years experience in customer care or a related capacity
Experience with a technology and service provider organisation is preferable.
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