Jobsinghana.com
 

Member Services Representative

JOB SUMMARY

Company Jobsinghana.c...
Industry Consumer Prod...
Category Sales / Busin...
Location Accra
Job Status Temporary
Salary GH¢ 
Education -:-
Experience N/A
Job Expires Jun 04, 2016
Contact ...
 

Job Description

Position Summary Statement (defines the major functions/purpose of the position)

  • Delivery of the highest levels of the Member experience where customer centricity is the key focus.
  • Attention to activities which support Business growth/ development (Walk In/ Inbound/ Outbound: proactive Coaching, Awareness & up Education, support for S&M initiatives and Country/ Regional goals). Adding Value in every interaction!
  • First line response in supporting Member needs, effectively handling all interactions and providing positive outcome in every instance for the Member.
  • WOW service delivery
  • Adherence to Service/ Business Targets: key to the success of the position.
  • Member records maintenance
  • An Ambassador for the Brand in line with corporate values and EMEA goals to assure the Brand & image is maintained.

Supervisory Responsibilities:   N/A

Orgasational Relationships:

  • Interacts with all levels throughout the organisation: Members, Supervisors and Managers

Required Skills or Experience

The following are the minimum qualifications which an individual needs in order to successfully perform the duties and responsibilities of this position.
  • An outgoing and positive attitude with the ability to positively influence.
  • An exceptional service track record with proven levels of focus within this arena
  • A desire to exceed Members expectations and passionate about making a positive contribution to the team, internal customers and Members
  • Highly capable of engaging with Members to coach, up educate & positively influence
  • A fast learner with experience of change management
  • A self-motivator with excellent organizational skills
  • Demonstrates excellent verbal and written communication skills.
  • Excellent interpersonal skills.
  • Command of the English language (in addition to local language)
  • PC literacy is essential.
  • Strong Word Processing Skills
  • Ability to work independently and as part of a team

Performance Expectations:
Service and Engagement:

  • Delivery of the highest levels of service in all interactions with Members & Customers and across all channels of communication. Align with all values associated with delivery of WOW service. An attitude to excellence
  • Engagement activities related to Member Coaching and Education (Walk In/ Inbound & Outbound interactions). Add value by providing guidance, awareness and training that supports business growth, Member awareness, local Sales & Marketing initiatives, Regional & EMEA goals/ targets
  • Celebrate with our Members: acknowledge and congratulate all their successes…be fully engaged! Share your success story!
  • Liaise with other departments, work as a team, support team members in joint efforts to provide WOW Service
  • Attend Member Meetings, Sales Events, Field Visits to Members as required, as a representative of the Company. Support these Events as directed to ensure its success

Efficiency and Effectiveness:

  • Respond timely and effectively to Member queries received via all channels of communication, in accordance with standards & targets.
  • Ensure the highest levels of service and response accuracy
  • Accurate & timely processing of orders & Back Line activities with associated tracking in accordance with standards and Service Level Agreements
  • Ensure familiarity with Self education, Information search, effective use of in-house and external training materials to achieve optimised performance
  • Conform to all Contact Centre disciplines (Log In/ Log Out / Not Ready Codes/ Rotas & schedules…)
  • Support technical and ad hoc project roll outs, including Requirements Gathering, User Acceptance Testing, Sign Off, Training & Implementation

Metrics:

  • Support Team target of 80% calls answered in 60 secs
  • Personal  target of answered calls  vs presented calls  min 95%
  • 100% timely and accurate processing of orders and back line tasks
  • Support Team targets of First Call Resolution (FCR): min 90%
  • Achievement of min 85% for Knowledge Evaluations (open book and closed book)
  • Achievement of  Av. monthly Benchmark (90% +)  for Quality  Score Card

Behaviors:

  • 100% of Call Logging  and Not Ready codes usage
  • Adherence to schedule min 95%
  • Observing 100% Log in/Log out Rule
  • Track & report on all activities  associated with up education, driving Member Self Help, Sales & Marketing initiatives, Regional & Country goals
  • 90% Coaching/ Training/ Added Value delivered on calls/ Interactions
  • Be Herbalised & Work as a unified Team! Use, Wear, Talk
  • Follow up , ownership and complete resolution of all issues, requests and complaints lodged by Members

Physical Demands:  In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.

  • Must be able to see, hear speak and write clearly in order to communicate with employees and customers
  • Manual dexterity required

How To Apply

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Note

Please note, employers receive numerous applications per posting and will only shortlist the most qualified candidates. Also Jobsinghana.com is not involved in any decision made by an employer/recruiter and therefore does not guarantee that applications sent will result in a candidate being shortlisted/selected for that position.
 
 
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