Customer Service Associate at Food Concepts Plc

Job Purpose

• The Customer Experience Associate is the team lead in customer service which is responsible for supervising and ensuring the efficient operation of the customer service team.
• This role oversees the resolution of customer queries and complaints within the defined service level agreements (SLA) and ensures customer satisfaction.
• The team lead manages and supports the team, ensuring they carry out their tasks effectively, follow up on all cases, and guarantee that customers are satisfied.

Core Responsibilities and Key Result Areas

• Supervision of Contact Center Operations: Oversee daily operations of customer service, ensuring prompt and professional handling of customer interactions by team members, while monitoring call queues, response times, and service levels for efficiency.
• Team Management: Lead the customer service team by conducting regular team briefing, scheduling and allocating tasks, and addressing performance issues to maintain balanced workloads and coverage.
• Query and Complaint Resolution: Supervise the resolution of customer queries and complaints within SLA by providing guidance to team members, ensuring accurate logging and tracking of complaints, and supporting the resolution of complex issues.
• SLA Compliance and Improvement: Monitor and ensure compliance with SLAs, implement strategies to meet or exceed SLAs consistently, and address bottlenecks or issues affecting SLA compliance.
• Customer Satisfaction: Monitor and analyze customer feedback to ensure high satisfaction levels and ensure effective follow-up actions for satisfactory resolution.
• Follow-up and Case Management: Oversee follow-up actions on all customer cases to key stakeholders to ensure complete resolution, maintain detailed records of follow-up activities, and ensure timely communication with customers regarding their cases.
• Reporting and Analysis: Prepare and present regular reports on customer service performance, query resolution, and customer satisfaction metrics, using data to identify trends and areas for improvement, and providing actionable insights to the management.
• Quality Assurance: Conduct quality audits of customer interactions, provide feedback and coaching to team members based on audit results, and implement best practices and continuous improvement initiatives to enhance service quality.
• Collaboration and Communication: Work closely with other departments to resolve customer issues, improve processes, participate in cross-functional teams to enhance overall customer experience, and ensure effective communication and collaboration within the team and with other departments.
• Training and Development: Identify training needs, organize training sessions, ensure team members are knowledgeable about products, services, and processes, and foster a culture of continuous learning and development within the team.

Key Performance Indicators

• First Call Resolution (FCR): Percentage of customer queries resolved in the first contact.
• Average Handling Time (AHT): The average time taken to handle a customer query or complaint.
• Customer Satisfaction (CSAT) Score: Customers' Average satisfaction rating after interacting with the contact centre.
• Service Level Agreement (SLA) Compliance: Percentage of queries and complaints resolved within the agreed SLA timeframes.
• Complaint Resolution Rate: Percentage of complaints resolved out of the total received.
• Quality Assurance Scores:
• Ratings based on quality audits of customer interactions handled by the team.
• Contact Center Efficiency:
• Metrics such as call abandonment rate, call volume, and wait time.

Knowledge Requirements

• Knowledge of Customer Service procedures and processes in line with industry's best standards
• Knowledge of Microsoft Office Tools i.e., Microsoft Word, Excel, etc.
• Knowledge of CRM software
• Knowledge of Health & Safety Regulation
• Demonstrates good interpersonal and communication skills

Job Specifications

• Minimum of BSc. /HND required
• Membership of ICSN or any other related professional degree is an added advantage.
• Minimum of 3-5 years’ experience in a similar role is required

Decision Expectations

• Ensure all customer queries and requests are attended to
• Monitors compliance with all rules and regulations in the organization as regards safety and facility utilization