|Call Center is the hot line service that will operate 24/7 for all kind of service at Pi Pay. This service includes for merchant and customer. Pi Pay’s call center are providing the customer service, inquiry, received complaint and feedback to improve service quality.
The position of Call Agent Manager is responsible for improving the quality of each agent to meet the KPI.
KEY ACCOUNTABILITIES & RESPONSIBILITIES
Improve on call quality and support call agent
Daily/Weekly/Monthly report of call agent inbound and outbound call, issue report, and KYC report. Report the call agent attendant, aux time, ability to receive call, call abandon, average answer call, average time conversation with customer and service quality for call center.
+Procedure and Control
Monitoring on call center agent, and actively on managing call center report, customer waiting call, average call received, and abundant call to provide the excellent customer service. Providing direct ongoing coaching and guidance, including providing feedback, and encouragement to all the team. Ensuring customer complaints are resolved in a professional manner with a view to meeting the customer’s needs. Monitoring customer transaction go in through Pi Pay to address issue early before customer complaint.
+Documentation, Policies and Guidelines
Review and update on the current Call Center Policy, documentation of related document with Call Center and as well follow the procedure.
+Call Center Management System
Able to internal system, and control process of CRM, CMS, AVAYA and Wirecard System.
|SKILLS & QULAIFICATIONS
Call Center Agents Manager must have good interpersonal skills to understand customers’ inquiries or complaints and deal effectively with people who may be worried, frustrated or angry. They must be able to learn quickly so they can acquire the product knowledge to answer customers’ questions accurately. They must also have good knowledge of telephone and computer systems so they can use call Center systems efficiently.
Previous experience in a customer service position may be valuable. Pass Pi Pay Training in product knowledge, customer service policies and call Center procedures. Employees must be willing to work at the times required by manager, and some positions include evenings, weekends and public holiday.
EXPERTISE & EXPERIENCE