Tier 2 Agent (Customer Care Technical Agent) ♥ Advertisement: Join Love and Relationships in Jamaica and The Caribbean ♥ Primary objective of the job: The Tier 2 agent is responsible for resolving escalated technical queries, executing outbound campaigns via the dialer and ensuring Tier 1 agents have the relevant tools to deliver exceptional World Class Customer Care within the contact centre. Main Duties and Responsibilities: OPERATIONS - Continuously seek and capitalize on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and results-oriented manner - Direct liaison for resolution of technical queries to IT and Technical with feedback/updates given to relevant stakeholders/product managers - Responsible for full availability of functioning work stations in call centre. Escalation and complete follow-up of call centre system complaints to relevant department. - Provide resolution and timely updates to escalated customer queries as assigned by agents, RTA, TLs or other through CCF/CRM, emails or other relevant communication method/tool - Provision of unlocking codes - Managing any other process to effectively maintain and promote the products and services offered by Digicel Jamaica - Maintain and update the Customer Care Intranet as required - Creation of logins/user credential maintenance for various Customer Care systems - To provide support and coverage within Customer Care to maintain and exceed target service level - To provide necessary scheduled and ad hoc reporting as required. - Daily and interval testing of access to CC systems and customer products - Creation, development and execution of campaigns using the autodialer. Provision of campaign reports - Inventory control for devices held within Tier 2´s care - Perform related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position. STRATEGIC - Identify trends on customer complaints as it pertains to our products and services and/or network and call centre system availability/accessibility - Perform root cause analyses on call data/tickets/patterns to determine root cause of frequent calls/complaints/failures that negatively impact service to the customer. Analyses should determine how each identified issue can be addressed - Recommend changes to policy, process, tools and work instructions to reduce/eliminate customer complaints on our service offerings plus improve the use of the centre´s tools and applications - Follow-through with execution of approved recommendations - Document, review & maintain technical business processes and functional requirements - Completion of pre-launch testing and validation of products, promos, devices, systems - Work on team and individual projects as required - Staying current with emerging telco and call centre technologies Academic qualifications and experience required for job: Academic Qualifications/Knowledge - Intermediate Proficiency level in Excel and other Microsoft Office applications - Blackberry certified - IT qualification is an asset. - Certification in Programming with a working knowledge of HTML, JavaScript, VB, ASP languages is an asset - Working knowledge of SQL is an asset - Database administration - Working knowledge of all of Digicel´s core call centre systems and applications; product knowledge - Min. 5 CXC or related qualifications including English and a numerical subject Experience - 1 year experience in customer care position - Experience in and with the mobile telecommunications sector would be considered a valuable asset. Language Skills and Reasoning Ability: - Strong communication, interpersonal and analytical skills - Able to understand and interpret high level communication - Able to use data to make decisions and communicate impacts to HOD and CC lead team. - Able to work on own with little or no supervision. - Knowledge of a second language (Spanish, French, etc) would be considered a valuable asset. Digicel s Core Values: - Excellence in Service - Problem Solving - Business Focus - Drive for Results -Leadership - Business Ethics -Challenging - Dynamic - Dedicated Other Required Skills and Competencies: Key: C: Critical I: Important D: Desired C - Attentive to detail C - Strong troubleshooting and analytical skills C - Confidentiality and trustworthiness. I - Working knowledge of telco technology and how subscribers interact with them (eg. GSM, WiMax, GPRS, EGDE, HSPA+, LTE) I - Self-motivated and result-oriented approach to work I - Strong organizational skills I - Ability to multi-task and deliver against competing priorities I - Ability to build strong relationships and work as part of inter-disciplinary teams I - Ability to strive in a fast-paced and demanding service environment I - Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job. I - Initiative and resourcefulness in the conduct of duties. I - Strong communication (oral and written) and interpersonal skills. I - Ability to relate to a diverse working environment. BUSINESS SKILLS I - Computer Literate in Microsoft Suite (Word, Excel, Power Point, Outlook, etc) I - Report / business Writing Skills I - Supervisory Skills Internal/External contacts: - Customers - Agents - Customer Care Management personnel in Jamaica and across the region - Technical, IT and Commercial Teams Any personnel internally and externally whose actions may impact the delivery of service and satisfaction to our customers and the efficient operations of the contact centre. Working Condition: - Highly demanding & fast-paced environment with strict adherence to deadlines Shift system/abnormal hours - Overtime applicable upon request/approval Key Performance Indicators: - Answer rate and service level of Tier 2 queue - Call handling/quality metrics - Response time/handle rate of escalated queries - Resolution rate - Successful creation and/or execution of outbound campaigns via dialer - Adherence to escalation protocol - Targeted reduction in call spikes over measurable period Apply AT: caribbeanjobs/Tier-2-Agent-Technical-Agent-Job-46708.aspx ♥ Advertisement : Join Love and Relationships in Jamaica and The Caribbean @ https://facebook/LoveAndRelationshipsCaribbean ♥
Posted on: Fri, 01 Nov 2013 18:47:27 +0000
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