Customer Care Manager

Talofa lava,

At Digicel, we are looking for dynamic people to join our growing team. This fantastic opportunity is available and if you can operate effectively in a fast-paced digital industry and meet the desired requirements; then we would like to hear from you.

POSITION TITLE          Customer Care Manager

DEPARTMENT             Commercial and Customer Experience

REPORTS TO               Head of Commercial and Customer Experience

ROLE SCOPE

To ensure that the Customer Care Call Center has the optimal resources, infrastructure and systems to support operations and handling all customer queries.  In doing so, ensuring that adequate succession plans are in place for each team leader position within the department.

KEY FUNCTIONS

•          Manager direct customer support in line with company standards with Call Center staff delivering world class customer service.

•          Provide specialized support for Corporate Customers.

•          Preparation & analysis of reports.

•          Maintain high level of morale and motivation within the Call Center.

•          Liaise with all other Departments to ensure that the CC can support all new products and services.

•          Develop, implement and monitor Digicel’s Customer Service strategy to ensure that the Call Centre can support all Digicel’s future needs.

•          Continuously identify process and improvements within the Call Centre and the organization that would improve customer service.

•          Monitor and evaluate staff and performance to ensure optimum resource availability.

•          Develop and deliver a training strategy;

•          Provide high level customer feedback to the rest of the organization;

•          Provide support across the Call Centre to Team Leaders, trainers and executives

•          Develop & manage CC Budget

ACADEMIC QUALIFICATIONS AND EXPERIENCE REQUIRED FOR JOB:

•          Relevant qualification from a recognized institute. Tertiary level qualification an advantage; and

•          At least 3 years working in Customer Care/ Call Center and have working knowledge of Customer Care systems and processes.

•          Three (3) years management experience with management of large teams being an asset

FUNCTIONAL SKILLS:

•          Ability to manage and build motivation within the customer care team to ensure a conducive work environment;

•          Proven track record and success management of Call Centre Operations and

TECHNOLOGY

•          Excellent oral and written communication skills;

•          Excellent interpersonal skills;

•          Time management skills;

•          Ability to work well under pressure;

•          Database Administration skills.

•          Strong problem solving skills. 

•          Strong communication, interpersonal and analytical skills

Visit Success Factor’s Careers Page to express your interest for this role no later than 5pm, Friday 26th May 2023. All applications must be attached with a cover letter, most recent resume, referee details and copies of required qualifications. Should you have any queries, please direct this to Bureieta Leauga via email Bureieta.Leauga@digicelgroup.com    

Digicel Samoa Limited is an Equal Opportunity Employer.