Customer Care Specialist

We are seeking a dedicated and customer-focused "Customer Care Specialist"to join our team. The ideal candidate will be responsible proficiency in quality monitoring tools and software used for call assessments, call recording, and calibration sessions.

Key Responsibilities:

Perform regular call center operations to maintain consistency in call quality and assess agent’s adherence and quality to service standards of M-Tag Operations Center.
Training programs for existing call center agents focused on communication skills, M-Tag procedures, and call handling.
Analyze call performance metrics and prepare reports to identify trends, gaps, and improvement opportunities.
Create and update training materials, including guides, presentations, and assessment tests, to ensure Smooth M-Tag Operations.
Provide coaching for agents on key performance areas, such as communication skills, Adherence, AHT, and customer satisfaction rating.
Ability to analyze data and produce quality assurance reports, identifying trends, and improvement areas.
Familiarity with customer service benchmarks, including quality frameworks and compliance requirement.
Expert in latest quality assurance practices and participate in training sessions to ensure ongoing adherence to best practices.

Technical Skills:

Strong proficiency in quality monitoring tools and call center software used for assessments and recording. Familiarity with data analysis techniques and performance metrics.

Key Competencies:

Strong organizational skills with the ability to manage multiple priorities effectively.
Exceptional attention to detail and ability to identify performance trends.
Excellent communication and interpersonal skills, with the ability to provide constructive feedback and coaching.
In-depth understanding of customer service benchmarks and quality assurance frameworks.

Skills

Fluent in Engslih Engaging Presentations Customer Analysis Customer Interaction Management Customer Care Representation

Job Details

Industry:

Information Technology

Functional Area:

Client Services & Customer Support

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

Contract

Job Location:

Rawalpindi, Pakistan

Gender:

Male

Minimum Education:

Bachelors

Degree Title:

Bachelor’s degree in Business, Communications, or a related field.

Career Level:

Experienced Professional

Minimum Experience:

2 Years (Minimum of 2 years of experience in quality assurance, customer service training, or call center operations.)

Apply Before:

Dec 12, 2024

Posting Date:

Nov 11, 2024

One Network Pvt Ltd

Information Technology · 601-1000 employees - Rawalpindi

ONE NETWORK PRIVATE LIMITED is a One-Stop-Solution for Smart Motorways - Connecting Future through innovative technologies and smart communication on and beyond Motorways and Highways in Pakistan. One Network is providing Information & Communication Services for Electronic Toll Collection (ETC) and Intelligent Trasport System (ITS) along with Telecommunication Infrastructure Services along with Pakistan's Motorways Network. One Network is all about utilizing the available resources to pave the way towards a more connected and sustainable Pakistan, both digitally (high-speed connectivity by state-of-the-art Telecom Infrastructure) and physically (safer, seamless, and hassle-free commuting on Motorways). For a greener Pakistan, One NETWORK is striving towards the goal of achieving zero emissions by minimizing congestions on the roads and introducing IT-driven operational efficiency in multiple domains. If you can add value to ONE NETWORK with your skills and experience and your goals and motivations are the same, we welcome you to join! Apply for the Open jobs!