Job Opportunities : Account Manager

Temps complet
A negocier
LocalisationLocalisation :douala-region-littoral-cameroun Date de publication sur minajobs EmploisDate de publication :13/03/2018   Catégorie : Temps complet Salaire : A negocier
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Minimum Qualifications :

  • Good knowledge of NTIC
  • BSc degree in Information System Management or in Computer Science, Information Technology or relevant field
  • Experience Six (5) years of service center or customer service experience or equivalent combination of education and experience required. Supervisory experience is preferred.
  • Strong customer service skills including service center client processes and procedures
  • Excellent team coaching, training, facilitation and development skills
  • Excellent oral and written communication, including presentation skills
  • PC literate, including Microsoft Office products
  • Analytical and interpretive skills
  • Strong organizational skills
  • Excellent interpersonal skills
  • Excellent negotiation skills
  • Ability to work in a team environment
  • Ability to meet or exceed Performance Competencies

Requirements :

  • Proven minimum of three (3) work experience as a service center / Help desk manager
  • Hands on experience with service center or help desk and remote control software
  • Solid technical background with an ability to give instructions to both technical or functional experts
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • Good presentation skills and ability to drive steering committee with both technical and nontechnical audience

Job Roles & responsabilities:

  • Responsible for the organization, staffing, enforcement and accomplishment of all Service Center activities in an efficient and economical manner.
  • Manage the service center team and evaluate performance
  • Ensure service center activities are consistent with Corporate's objectives
  • Inspect and measure Service Center performance to identify opportunities or problem areas and develop solutions
  • Responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.
  • As a service center manager, should have a solid process and procedures background combined with customer service experience.
  • A problem-solving attitude with an ability to motivate the support team to achieve specific goals are essential skills to perform well in this position.
  • Ultimately, should be able to ensure high quality technical support of the team and increase client satisfaction respect to defined SLA.
  • Ensure customer service is timely and accurate on a daily basis
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on Service Center team's productivity
  • Provide customer feedback to the appropriate internal teams,
  • Maintains excellent communication with top and down customers
  • Analyzes revenue statistics and draw dashboard of the activity
  • Produce weekly, monthly and quarterly reports including KPIs of the activity
  • Identifies sales opportunities and develops customer solutions
  • Investigates, reports and initiates corrective actions for accidents, job related injuries and employee discrepancies
  • Ensures that Service Center premises are protected and maintained
  • Facilitates informational meetings with Service Center team members
  • Effectively handles special assignments as directed
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Pour postuler, envoyer un courriel à au plus tard le vendredi 30 mars 2018 à 15heures

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