Department Customer Service and Support
Reports To: Sales and Billing Supervisor
Key Relationships/Liaison with: HOD, CSSD AM, CSSD Unit Supervisors
Accountabilities / Responsibilities
• Monitor operations to ensure adherence to service level standards and
company/department policies and procedures
• Measure agents’ performance KPIs and work on effective Intervention with agents.
• Conduct regular review of all the agents performance and organize training sessions for
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
• Assists with taking agents’ calls if they can’t handle the call.
• Brief new product and features to all the agents.
• Remain available at all times for agents’ questions and concerns.
• Hand the calls from customers who wish speak to a Supervisors/Team Leads for whatever
• Monitor numbers of calls that agents handle each hour to ensure each agent is taking the
required number of calls.
• Review all call reports.
• Train new call center agents.
• Meet with HOD to report the progress and current issues
• Provide helpful feedback and positive communication to motivate all the agents.
• Run regular agents huddle
• Keep up with industry news.
• Understand all organization’s products, services, procedures and guidelines and
communicate same to all team members.
• Ensure adherence to the company’s policies and procedures
• Keep senior management informed about recurring issues or problems
• Provide constructive feedback to improve sales and conversions.
• The nature of the work may involve the jobholder carrying out work outside of normal
• Duties and responsibilities may vary from time to time without changing the general
character of the duties or the level of responsibility entailed.
• Experience in sales and billing is necessary.
• Proven experience of managing and handling team size of 10-20
Benefits of joining us!
• Accidental and Medical Insurance
• Company Bonus
• Dashain Bonus
• Paid annual leave and sick leave
• Social Security Fund (SSF)
• Internet Benefit
• We provide opportunities for continuous growth and development