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DIALOG JOB VACANCIES – Multimedia Customer Services

Officer – Multimedia Customer Services
Group Service Delivery
Closing Date: 15-02-2018

This position is responsible for end to end management of retail operation by ensuring achievement of organizational objectives & KPIs assigned. (Revenue and gross adds, RGB-Revenue generated base & Churn).

The Job

  1. Ensure the customers are provided with first contact resolution and no repeats for the raised query
  2. Achieving service quality monitored for quality assurance and providing customers with accurate, empathetic quality responses.
  3. Achieving and continuously improve the NPS score
  4. Adherence to relevant processes defined when responding to customer queries
  5. Follow up on customer queries until resolution is provided
  6. Ability to manoeuvre through various systems to provide customer resolution
  7. Prepare and maintain month KPI cash board to be presented to the management
  8. Compile data as and when required to support process / operational improvements
  9. Organizing training programs for new and existing advocates as when required
  10. Contribute to ad-hoc projects as and when required.

The Person

  1. Qualifications – GCE A/L
  2. 1 year experience in relevant field would be an added advantage
  3. Excellent command of both written and spoken English / Sinhala
  4. Displays professionalism and positive attitude Willingness to take on new assignments
  5. Reliability; follow a logical, analytical approach to business conversations.

If you thing you posses the required attributes to carry out the scope of work detailed above, forward your CV to within 7 days of this advertisement.

Please mention the position applied for in FULL CAPITALS separated by the underscore symbol the in the subject header.