First Mutual Health
DUE: 16 FEB 2025
CONTACT CENTRE SUPERVISOR
Applications are invited from suitably qualified and experienced persons to fill the above vacancy that has arisen within First Mutual Health Company.
The Job
Reporting to the Group Customer Experience Manager, the successful candidate will be responsible for the following:
- Ensuring provision of product/service information by answering questions and offering assistance to
contact centre agents. - Managing client feedback by ensuring collection of dient’s queries from telephone calls, webchats and coordinates with other functional areas for resolutions
- Ensuring follow ups are done to enable resolution of customer complaints.
- Analysing client’s feedback and recommends corrective action, staff addresses, and meetings according to observed client needs
- Conducting and overseeing lead generation, cross selling, upselling and telemarketing initiatives
- Conducting telesales prospecting.
- Preparing and submitting reports on contact centre operations and performance.
- Ensuring accurate record keeping and document management for the contact centre.
- Managing and training contact centre staff on performance and productivity.
The Person
The ideal candidate must possess the following:
- Degree in Marketing or IMM or related field.
- Minimum 3 years experience
- Outstanding written and verbal communication skills.
- Excellent customer service skills and good organiser.
- Public Relations is an added advantage.
TO APPLY
Candidates meeting the above criteria should forward their Curriculum Vitaes (CVs) and application letters to Group Human Resources via the following email address [email protected] Applications should be sent by 16 February 2025.
N.B Clearly label the position you are applying for in the subject line.
First Mutual Holdings Limited is an equal opportunity employer which does not discriminate on the basis of race, colour, religion, sex, gender, national origin, age and disability status, The Group encourages applications from competent people of different demographic groupings. We foster a work environment that is inclusive and diverse where every idea and perspective is volued.