America's Job Portal
Operational and customer experience excellence has become critical for success. The urgency for transformation is more heightened amidst increased competition and rising customer expectations. The Service Center Supervisor must therefore ensure successful delivery in the context below:
Customer Experience & Service Quality
Ensure the effectiveness of the “one-stop-shop” concept by ensuring each Service Centre staff can welcome, educate, assist customers, and sell all MTN products and services.
Ensure an NPS score of 9–10 by providing feedback to staff and implementing corrective actions to enhance service quality.
Ensure all staff display the right attitude and professionalism towards customers as per MTN policy and CRM flow.
Call back (via SMS/email) unsatisfied customers daily to reassure, apologize, or provide feedback to improve satisfaction and NPS.
Handle escalated or sensitive customer issues...