IA STAFFING AGENCY hiring CALL CENTRE EXECUTIVE in Monrovia, Montserrado County, Liberia | LinkedIn (2024)

JOB DESCRIPTION

Call Centre Executive

COUNTRY – LIBERIA

WORK TYPE – FULL TIME, PERMANENT (ONSITE)

JOB TITLE:

Call Centre Executive

JOB GRADE:

WORKING ENVIRONMENT:

Office

LOCATION: MONROVIA - LIBERIA

REPORTS DIRECTLY TO:

Customer Service Manager

• JOB PURPOSE:

The Call Centre Executive will serve as the primary point of contact for customers, providing support, resolving inquiries, and ensuring customer satisfaction. The role requires excellent communication skills, a strong understanding of digital banking products, and the ability to manage customer relationships efficiently.

• KEY RESPONSIBILITIES
• Technical/Operations duties
• Customer Support: Handle inbound and outbound calls from customers, addressing their inquiries and resolving issues related to digital banking services.
• Problem Resolution: Diagnose and troubleshoot customer issues, escalating more complex problems to higher levels of support when necessary.
• Customer Education: Educate customers on the use of digital banking platforms, including mobile apps, online banking, and other digital services.
• Data Management: Accurately record and update customer information in the system, ensuring all interactions are logged and followed up as required.
• Feedback Collection: Gather and report customer feedback to help improve products, services, and customer experience.
• Compliance: Adhere to all regulatory and company policies regarding customer service and data privacy.
• Team Collaboration: Work closely with other departments, such as IT and operations, to ensure a smooth customer experience.
• Performance Metrics: Meet or exceed performance targets, including customer satisfaction scores, call handling time, and resolution rates.
• General duties

Any other duties assigned

• KEY PERFORMANCE MEASURES
• Customer Satisfaction (CSAT):

Goal: Keep customer satisfaction at 90% or higher.

Measured By: Customer feedback after calls.

• First Call Resolution (FCR):

Goal: Solve 85% of customer issues on the first call.

Measured By: Percentage of issues resolved without needing a follow-up.

• Average Call Time (AHT):

Goal: Keep calls between 4-6 minutes, balancing speed and quality.

Measured By: Average time spent on each call.

• Call Drop Rate:

Goal: Keep the call drop rate below 5%.

Measured By: Percentage of calls dropped by customers before speaking to an executive.

• Call Quality:

Goal: Score 90% or higher in monthly call quality checks.

Measured By: Regular evaluations of call handling, professionalism, and accuracy.

• Schedule Adherence:

Goal: Stick to your work schedule 95% of the time.

Measured By: Time spent on calls compared to the scheduled time.

• Escalation Rate:

Goal: Keep escalated calls under 10%.

Measured By: Percentage of calls passed on to supervisors.

• Knowledge and Compliance:

Goal: Score 90% or higher on product and compliance tests.

Measured By: Results from regular assessments.

• Customer Retention:

Goal: Help keep 95% or more customers satisfied enough to stay with the bank.

Measured By: Follow-up interactions and retention metrics.

• Cross-Selling:

Goal: Meet targets for recommending and selling additional products (e.g., 10% of calls).

Measured By: Number of successful recommendations made during calls.

• Response Time:

Goal: Answer calls within 20 seconds on average.

Measured By: Average time taken to pick up calls.

• Feedback Implementation:

Goal: Act on 80% of the feedback from supervisors within the next month.

Measured By: Improvements based on feedback.

• KEY RELATIONSHIPS
• Internal
• Call Centre Manager
• Customer Service Team
• IT Support Team
• Operations Department
• Compliance Department
• Marketing Team
• Product Development Team
• Quality Assurance Team
• KEY RELATIONSHIPS
• External
• Customers
• 
  
• Vendors/Third-Party Service Providers (e.g., CRM software support)
• Regulatory Bodies (for compliance-related matters)
• Partners/Collaborators (e.g., mobile network operators for digital banking services)
• COMPETENCIES

• Customer Focus
• Communication Skills
• Problem-Solving
• Technical Proficiency
• Active Listening
• Adaptability
• Time Management
• Attention to Detail
• Teamwork
• Emotional Intelligence
• Stress Management
• Conflict Resolution
• Product Knowledge
• Compliance Awareness
• Multitasking

11. Qualification and skills

• High school diploma or equivalent. A degree in Business, Finance, or a related field is preferred.
• Minimum of 1-2 years of experience in a call centre, customer service, or a related role, preferably within the banking or financial services industry.
• Familiarity with digital banking platforms, CRM systems, and call centre software.
• Excellent verbal and written communication skills in English. Knowledge of local languages is a plus.
• Strong analytical and problem-solving skills with the ability to think critically in a fast-paced environment.
• A genuine passion for customer service and a commitment to providing the best possible experience to customers.
• Ability to work effectively in a team-oriented environment while also being able to work independently when required.
• Ability to quickly learn new systems and processes, and adapt to changes in the digital banking landscape.

12.Specific Working Experience

Minimum 1-2 years working experience

• Personality Attributes
• Business / commercial minded orientation
• Commitment
• Honesty
• Integrity
• Proactive