Executive Support – Zong 4G – Islamabad – Pakistan
Zong 4G invites applications for Executive Support in Islamabad, Pakistan
Faculty Title:
Executive Support
Job Purpose:
- Ensure Quality of Services
- Train and Coach Customer Care Staff on Zong’s Product and Processes
Job Responsibilities:
- Evaluate every assigned individual dedicated to serve customers, by matching weekly frequency to achieve daily as well as monthly targets
- Taking initiatives for client Growth & Development to achieve KPIs
- Highlighting Improvement Areas to clients to continuously improve the operations of Customer Care Division
- Provide detailed insight of team performance to the respective Teamlead/supervisor
- Managing Dynamic Quality Assurance Tools (Evaluation Sheets, Other Parameters and Standards) to adopt to changing business needs
- Focus on Customer Care Process Standardization to achieve Customer Care objectives
- Conducting Coaching Sessions with support departments
- Inter-department & Intra-departmental coordination & follow ups to ensure timely completion of Projects
- Taking initiatives for client growth & development
- Expanding the scope of QA Domains and adding new domains to QA Cycle
- Achieving QA Standardization through Calibration Process (Internal & External)
- Raising TNAs based on QA Cycle Analysis for Staff Development
- Initiating and Managing QA Campaigns to improve weak areas
- Providing planned and Ad-hoc both high level and detail level presentations to management
- Conducting staff motivational and development initiatives
Eligibility Criteria (Education, Knowledge, Experience and Skills):Education:
- Graduation, Preferably Masters in Communication
Work Experience:Relevant 3 years of Customer Care experience along with product and system knowledge especially CSP and CRMSkills – Generic:
- Should be a Team Player
- Adaptability
- Time Management and Task oriented
- Knowledge of Telecom Industry Analytical skills Through understanding of Call Center Operations
- Flexible to work in Shifts
Skills – Job Specific:
- Must have good Zong’s Product and Process knowledge
- Should be a quick learner
- Should have a keen knowledge of Quality Assurance standards w.r.t customer services
- Should be able to handle an audience of minimum 50 people which is indispensable in a daily routine job of client level coaching sessions
- Should be able to work in shifts
- MS Office (Excel, Word and PowerPoint)
- Excellent Written and Spoken English
Special Requirement:
- PMS/KPI Score above 90% in last 6 months
- No warning served in last 6 months
Last Date:
May 13, 2024
