Summary
Date Posted: Wednesday, March 18, 2020 , Base Salary: Not Disclosed

JOB DETAILS:
The Rwanda Customer Engagement team is one of the Business Operations department teams in Rwanda and serves as a bridge connecting the organization to its clients through checking and ensuring that the organization delivers the best of the customer service to its clients
As part of the CE team, you will assist in the quality assurance of the customer service delivered by our agents as well as proposing ways to fill the current voids through preparing training to our agents. .

More specifically you will be required to:
• Discuss with the current Call Center team to understand the current incoming and outgoing calls operations processes
• Identify major flaws in the customer service provided by our Call Center team and their main sources
• Discuss with the current SMS and platform manager to understand the controls in the current SMS process
• Document the proposed quality assurance process of the customer service to be delivered by the Customer Engagement team, and how its impact will look like
• Assist in performing the customer service team evaluation and providing your recommendations
• Assist in implementing your proposed new customer service delivery process
• Any other customer service-related task as assigned by your manager
• During the internship period, you will learn the fundamentals of the Customer Engagement team operations auditing by participating in team meetings, team evaluation and through deliverables from the client satisfaction survey



Qualifications
We are seeking 1 exceptional candidate with a strong educational experience and a lot of enthusiasm for learning new skills and enjoy solving problems! Candidates who fit the following criteria are strongly encouraged to apply:
• Exceptional recent university graduate or young professional with BA/BS in Communications, Computer Sciences, or Information Systems, with coursework in data analytics
• Exceptionally strong written and verbal communication skills
• Strong analytical and critical thinking skills, with outstanding Microsoft Excel, Word, PPT and Google suite knowledge
• Excellent collaborative, clear customer service and time management skills
• Strong interpersonal skills and a willingness to engage with staff with an open mind
• Demonstrates personal accountability and urgency in completing assignments and achieving results
• Strives to gain knowledge of the company and business operations
• Language: Fluency in written and verbal English is a key requirement

Job Education Requirements: Not Specified

Job Experience Requirements: Not Specified

Work Hours: 8

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