Job Description
Job Duties & Responsibilities:
Team Supervision & Performance Monitoring
- Provide day-to-day leadership and support to team members within the Customer Account emails, Installation followup and Sales follow up.
- Monitor call quality, productivity, attendance, and overall performance of team members.
- Monitor and guide team performance, ensuring alignment with departmental goals, KPIs, and quality standards.
Agent Support & Coaching
- Assist agents in handling complex sales, billing, and retention-related customer queries.
- Coach and mentor agents to improve communication, objection handling, and conversion skills.
- Conduct regular feedback sessions and support performance improvement plans.
- Act as the first point of contact for agent-level concerns and challenges.
Sales & Escalation Handling
- Support agents in managing escalated sales and billing issues before forwarding to the Supervisor.
- Coordinate with Sales, Billing, and Field Operations teams to resolve customer concerns efficiently.
- Ensure proper follow-up and closure of escalated tickets within defined timelines.
Customer Experience & Quality Assurance
- Ensure outbound calls are handled professionally with a strong customer-centric approach.
- Maintain service quality standards and support initiatives to reduce customer churn.
- Identify recurring customer issues and report insights to the Supervisor for process improvement.
Reporting & Coordination
- Prepare daily/weekly team performance reports and share them with the Supervisor.
- Communicate updates, targets, and process changes clearly to agents.
Job Specification
Number of Vacancy(ies): 1
Qualification: Bachelors in Management/Marketing
Experience: 1 year in related field
Contract of Employment: 9.30-5.30
Job Location: Jawalakhel , LalitpurA
Skills and Knowledge:
- Strong persuasion and negotiation skills.
- Excellent verbal communication with a customer-centric approach.
- Ability to handle objections and provide solutions effectively.
- Familiarity with CRM tools and call center software.
- Basic understanding of ISP services, plans, and billing procedures.
Apply Instructions
CLICK HERE TO APPLY
This Job is expired. The Company is no longer accepting applications for this position.
