- Designs the training course, and periodically enhances the content, for training for customer service department especially for the call center & customer care section agents on maintaining guidelines and ensuring quality while on customer calls and meeting customers, for meter readers and installation engineers and inspectors.
- Facilitates training sessions based on set objectives to train the section staff on adhering to the quality assurance guidelines followed at Company.
- Provides technical support to all new recruits on conducting customer service calls
- Ensures that the quality assurance compliance and objectives and developing training content for the same.
- Ensures coordination with the call center and customer care section staff and monitors call center agents' performance while they conduct customer calls to ensure the set quality standards are maintained.
- Monitor and evaluate customer care staff performance and productivity on site.
- Provides call center agents and customer service employees with feedback on what can be done better to enhance quality of the customer calls, for instance, maintaining effective knowledge of FAQs and typical customer queries or concerns.
- Investigates any deviations in quality levels of customer calls against the predefined quality standards and targets, with a view to enhance customer satisfaction.
- Communicates organizational changes that would impact customer experience, to all CSD employees & agents and equips them on how to address customer queries with regards such organizational changes.
- Facilitates and promotes a culture of excellence through quality awareness sessions, to keep customer service employees abreast with the relevant quality improvement initiatives, in line with established guidelines.
- Works in cooperation with Quality Assurance and Continual Improvement section on securing and maintain the ISO / Risk Management / ISMS certification.
- Carries out and ensures the compliance of all activities within the Department are in-line with Company health and safety regulations.
Customer Care Training Advisor - Dukhan, دولة قطر - KPMG
وصف
About KPMG Qatar KPMG has had a presence in Qatar for nearly 47 years.We opened for business in Qatar in 1977 and are now one of the largest and most prestigious professional services firms in the country.
KPMG in Qatar employs over 350 professional staff and partners. We recruit the best and brightest from around the world and currently employ 28 nationalities.For our clients, this means we provide Audit, Tax and Advisory services locally, drawing on the latest thinking and best practice from around the world.
Business Unit Overview KPMG's Advisory practice is one of the largest Advisory businesses worldwide and the major growth area for our organization.
Our services are focused on the Finance Function, and we work with clients in identifying and tackling their challenges in Growth, Governance and Performance.
Our Advisory teams support businesses as they restructure and expand, whether organically or by acquisition.We help them to become more efficient and provide support as they adapt to the challenges posed by a rapidly changing business environment.
Sub-Business Unit Overview:
Management Consulting Successful organizations are often built through the optimal management of people, operations, strategy, technology, and assets.
Market leaders across sectors, whether public or private, are engaged in a continuous evaluation of their investment in people, technology and assets to help ensure the best outcomes aligned to their objectives.
Role Overview The Customer Care & Call Center Training Advisor is responsible for developing training content and conducting for training all customer service department on maintaining the quality of customer calls, meeting and greeting customers in customer care, technical staffs need and ensuring that they comply with quality assurance guidelines and standards, as adopted by the company.
Primary Job Responsibilities & Accountabilities: