Back-Office support Team lead
Malomatia
Total years of experience :6 years, 0 Months
- Managing employee performance, including conducting performance evaluations and
providing feedback to employees.
- Developing and implementing new training programs as needed to support department
goals
- Managing work schedules and overtime hours for the team, making sure that all shifts are
covered.
- Investigate and handle complaints escalated by the Ministry of Communications and
Information Technology.
- Reviewing incoming calls or chats to determine how best to respond to customer inquiries.
- Monitoring call center activity to identify opportunities for improvement or resolve
problems in real-time.
. Escalate customers' complaints/ requests to the Ministry of public health's relative
departments.
. Maintain customer satisfaction with forward-thinking strategies focused on addressing
customer needs and resolving their concerns.
. Follow-up with the customers to ensure service delivery.
• Handling inbound/Outbound calls and achieving high satisfaction ratings through proactive one-
call resolutions of customer issues.
• Documented and detailed calls and complaints using the MOTC system and book appointment
for patients In MOPH system.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards,
and achieve a target of 120 calls per day.
English medium .