Call Power (T) Limited

1. Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. 
2. Preparing reports and analyzing data to assist management as they determine call center goals
3.Identifying operational issues and suggesting possible improvements
4.Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
5.Working with other supervisors and management team members to support agents and maximize customer satisfaction.
6.Measuring performance with key metrics such as call abandonment, calls waiting etc.
7.Ensuring adherence to policies for attendance, established procedures etc.
8. Keeping management informed on issues and problems
9. Checking the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time
10. Handling calls from customers who wish to speak to a supervisor for whatever reason

Customer support Supervisor at Call Power (T) Limited

Parimatch Africa

. Preparing reports and analyzing data to assist management as they determine call center goals. 
  identifying operational issues and suggesting possible improvements. 
. Ensured all inquiries and requests of customers are attended quickly and accurately 
. Provide scripts to read from during phone calls as well as templates when handling different customer 
  issues on chats.
. Handle major incidents that cannot be resolved by agents. 
. Managing workflow oversees the team’s workflow, or the tasks required to complete a job, define 
  goals, as well as communicate objectives and monitor team performance.  
. Seeking Feedback of all escalation matters and makes sure all matters are escalated in proper channel
. Creating and managing team schedules 
. Conduct weekly, monthly and quarters meetings with the management to discuss possible 
  improvements to customer service in all service touch points.
. Evaluating performance and providing feedback include setting employee and team goals and 
  choosing appropriate rewards for achievements.       
. Enhancing the policies and proposing solutions to customer problems, and also possess in-depth 
  knowledge of the company’s products or services so that the customers can be correctly informed.
. Developing plans for learning and skills development to customer support representatives
. Provide information regarding the PariMatch Tanzania products and services to our customers, handle 
  any inquiries and resolve customer complaints, including protecting the Company image and 
  contributing to the achievement of overall goals and objectives.
. Develop, Manage, Monitor and evaluate service quality standards across with the objective of 
  improving customer service delivery and implement mechanisms, processes, tools and innovation.
. Ensure that customers’ confidential information is properly protected and only used for official 
  purposes.

Customer Support Supervisor

. Following call center scripts and use of templates when handling different customer issues 
. Making escalation of unresolved queries to supervisor and responsible channels on slack 
. To meet company target, Kpi's and attain maximum service level  
. Attending and resolving customer queries in an acceptable manner 
. Keeping records of customer interactions, transactions, comments, and complaints 
. Managing of inbound calls in a timely manner Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued  
. Charting with customers through social media platforms, messengers and solving their problems.
. Responding promptly to customer inquiries. Acknowledging and resolving customer complaints within time frame 
. Ensure customer satisfaction and provide professional customer support
. Knowing PariMatch products and service so that we can provide correct answer to the customers questions          

Customer Service Representative

• Giving information about betting odds;
• Take payments for bets placed;
• Pay out winnings to customers;
• Balance takings after the shop closes for the day;
• Use the computerized betting and till systems;
• Check that digital display boards show the correct betting odds and results;
• Keep the shop stocked with betting slips and up-to-date odds sheets;
• Explain different ways of betting to customers;
• Report any suspicious betting patterns or under-age gambling to the manager.

Cashier

USAID

1.visiting clients and assessing their needs 
2.Arranging appropriate care, resource or benefits 
3.Liaising with relatives, colleagues and other professionals 
4.Writing reports 
5.Attending or contributing towards court cases. 
6.Substance Abuse Counselling.
7.Provide Referrals and Access to community Resources

Caseworker

Experienced Customer Support Supervisor with a demonstrated history of working in the entertainment industry. Skilled in management, Teamwork, Training, Team leadership, Service Operation, Computer Literacy, Communication, Organizational & Writing Skills, and Cashiering. Strong support professional with a Bachelor's degree focused in Social work and Social Administration from Kampala International University. 

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