Native level fluency in Greek language: Verbal & Written skills essential (Advanced/Fluency level) • performance indicators and meet expected client service levels. • Demanding and time-sensitive call center environment
Native level fluency in Greek language: Verbal & Written skills essential (Advanced/Fluency level)
levels.
• Demanding and time-sensitive call center
resolution satisfaction and ensure that customer Service Level Agreement's are met. Manage Support Technicians and assign all incoming calls to drive Service Level Agreements (SLA's) achievement for customer satisfaction of calls logged. Monitor service request Service Level Agreement's and advise all relevant teams of potential computerised reports Ability to interpret Service Level Agreements reports Ability to plan and manage routes
escalation handling. Delivering results as per Service Level Agreement targets / timelines will be key, with escalation handling. Delivering results as per Service Level Agreement targets / timelines will be key, with
escalation handling. Delivering results as per Service Level Agreement targets / timelines will be key, with escalation handling. Delivering results as per Service Level Agreement targets / timelines will be key, with
members are motivated to perform at their highest level Financial Management Collate and recommend Overtime Ensure alignment to Profit and Loss of the campaign. Level of Authority Works according to standard guidelines manager May refer to regulatory requirements, service level agreements and company procedures prior to referring in a team of up to 6-7 colleagues of a similar level. Role Dependant – budget / single vs multiple customer defining performance standards and meeting service levels; manage resources. Leadership skills: ability to
Designated Sites
Maintain service levels
Complete customer focus
Pro-active inputs
Ensure a valid Service Level Agreement (SLA) exists
Know all the SLA terms
with agreed Service Level Agreements (SLAs)
Ability to communicate on high level
Self-motivated
levels
applicable quesries or transactions Deal with First level of escalations and complaints Effectively manage manage the customers expectations Matric or NQF level 4 / Grade 12 Additional Tertiary advantageous Experience
applicable quesries or transactions Deal with First level of escalations and complaints Effectively manage manage the customers expectations Matric or NQF level 4 / Grade 12 Additional Tertiary advantageous Experience
Sound level of skill in the use Microsoft Office Suite; Sound time management skills; High level of confidentiality