BASSAGAL CONSULTING AFRICA is recruiting for one of its clients in the SERVICE SECTOR: ONE (01) Single Point of Contact (SPOC) H/F For Cameroon
Position based in Cameroon (Ref.SPOC0123)
The main activities will be:
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- Assist with updates to the client’s website as needed and directed by the Task Order Manager.
- Review applicable call center scripts to ensure that any and all updates are incorporated appropriately.
- Ensure that email templates or canned responses are up to date and accurate.
- Monitor case volume at the Call Center and Task Order Management escalation levels to ensure that all inquiries are answered within the predetermined timeframe.
- Monitor cases and calls addressed by Call Centers and provide feedback on the accuracy of their responses. Place mystery calls as requested.
- Manage the IVR and the recordings in place.
- Ensure coordination on an as-needed basis, for example with rescheduling due to closures, and only with prior approval from the Task Order Manager.
- Provide training to staff on appointment functionality i n Atlas.
- Coordination with document delivery vendors to ensure processes are followed as stipulated per the SOP.
- Monitor document delivery incidents and ensure timely reporting on resolution.
- Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.
- Daily reconciliation of amounts swept versus receipts created.
- Monitor greeter services.
- Ensure that the appropriate number of greeters are present as required.
- Ensure that greeters are properly dressed as stipulated in the parent contract.
- Serve as a greeter to meet applicants for appointments when needed.
- Coordination, visitation and communication with the client on an as needed basis with prior approval of the Task Order Manager.
- Ensure that personnels are adequately equipped/trained to utilize clients services in the country or area assigned.
- Answer questions effectively and accurately from the client within agreed upon timeframe.
- Escalate cases as needed to the Task Order Manager.
- Conduct onside audits where feasible to ensure fee collection operations are being conducted within established guidelines.
- Ensure audit reports of all these visits are maintained in Atlas via Management Reporting.
- Monitor Service Level Agreements or SLA metrics and report issues.
Profile:
- Bachelor or Master’s degree in any relevant field.
- Three to five years of relevant professional experience required.
- Experience in client relations and customer service management.
- Call center experience valued.
- Experience in drafting concise written reports.
- Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, and PowerPoint).
- Fluency in spoken and written English.
- Fluency in spoken and written in French and Dutch.
- Ability to work independently while being part of a virtual, effective team.
- Ability to manage multiple priorities and complete tasks/projects in accordance with established deadlines.
- Flexibility in work hours and full availability during work week.
- Excellent communication skills.
- Ability to conduct research to solve problems and execute solutions.
- High level of punctuality, work ethic and discretion.
- Ability to build and maintain effective relationships with the client, team members, and various service vendors.
HOW TO APPLY?
Interested candidates should send their CV specifying the reference SPOC0123 » at the following address: yannick.billigha@bassagal-consulting.com
Only shortlisted candidates will be contacted
The deadline to apply is 3rd August 2023.
N.B: Ne payez aucun frais pour obtenir un emploi
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