Manager Customer Care with Etisalat Afghanistan

Duties & Responsibilities

• Responsible for accomplishing department KPIs by managing staff, planning, and evaluating department activities.

• Ensures the implementation of appropriate business structure for effective and efficient operations to deliver the highest quality service.

• Improves customer service experience and customers’ engagement level by initiating different programs in the call center.

• Develops service standards, policy, and procedures and make sure staff adhere to them.

• Coordinates & takes ownership of customers’ issues to be resolved efficiently.

• Responsible for preparing the customer care analysis & statistics reports by ensuring accuracy.

• Supports the recruitment, mentoring, and development of customer service agents and nurtures the environment where they can excel through encouragement and empowerment.

• Enhances customer care staff for building up adequate skills for themselves according to their goals.

• Manages databases to track critical business trends, develop recommendations and implement plans that improve service delivery and business goal attainment.

• Ensures continuous improvement in call handling mechanism to be fulfilled and to improve the quality of the interface between customers and call center.

• Ensures proper customer complaints handling process in place to manage customer complaints as per agreed service level agreement with the relevant stakeholders.

• Provides support for the integration of customer handling systems to improve efficiency.

• Manages systems to achieve customer loyalty and retain our customers through customer retention policies.

• Responsible for designing, developing, and executing customer care approaches across customer touchpoints.

• Ensures alignment with CS strategies, procedures, and measurement methodologies.

• Provides direction and guidance for the development of end-to-end customer care programs and special projects to improve customer satisfaction.

• Coordinates with different functions (IT, Technology, Marketing, Operations, Sales, etc.) for support to address any process gaps or revision of business processes and to develop new processes, to enhance the customer experience across specific customer journeys.

• Any other assigned tasks by the line manager.