Green Africa Airways Lead, gCare and Quality Assurance Jobs in Nigeria

Green Africa Airways Lead, gCare and Quality Assurance Jobs in Nigeria

Job Role

Provide weekly and monthly customer touch points analytics and winning solutions to the Chief Commercial Officer to improve customer retention

Develop and implement customer care processes to ensure quality assurance is aligned with Green Africa’s standard

Establish SLA for each agent and turnaround time between 25 min - 45 min

Weekly meetings with the gCare team to analyze data of all customer interactions

Setting clear monthly KPIs and service procedures, policies, and standards for the customer care agents

Working collaboratively with the third-party company daily to understand customer issues at the call center and provide proactive solutions

Overseeing high volume of calls and messages

Identifying training needs and organize training interventions to meet quality standards and reduce negative customer experience and improve customer satisfaction

Ensuring compliance of all calls and email across the touch points as they align with Green Africa especially during disruptions

Any other duties assigned by the Chief Commercial Officer.

Qualifications

A graduate of any numerate or administrative discipline

Experience as a Customer Care and Quality Assurance/Auditor in a technology or e-commerce environment

Proficiency in the use of the Microsoft office Suite.

Good working knowledge of several customer interaction platforms (eGain, Hootsuite, Sprout social etc.)

Excellent writing skills with competence in

drafting responses, communiques, and feedback.

Excellent management skills.

Key analytical and problem-solving skills.

Resilience to prioritize tasks and complete them in a high-pressure environment

Must have Skills:

Problem Solving Attention to details Interpersonal Customer Service Time

Management Analytics Performance management Communication

Good to have skills

People management Leadership.

How to Apply

For more information and job application details, see; Green Africa Airways Lead, gCare and Quality Assurance Jobs in Nigeria

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