Secteur: Informatique
Type de contrat: CDD
Nombre de poste: 1 poste(s)
Niveau du diplôme (an): BAC+2
Expérience (an): 2
Grille salariale:
Date limite du dépôt: 31 Jan 2018

POSTE PROPOSÉ : COORDINATOR, DIGITAL SERVICE SUPPORT The mission is to ensure that the highest quality of customer focus is provided through the effective use of product; systems and procedural knowledge. KEY PERFORMANCE AREAS Role Complexity: • Being an interface for Digital Customer Support (MFS & other digital services) Task Complexity: • Carefully following the various claims and requests received from digital services users and ensure their resolution. • Monitoring difficult cases for effective and efficient. • Contribute to setting up and maintaining long-term relationships with those clients in strict compliance with procedures. • Provide each week the error rate of complaints received (Number of errors vs. cases transferred at Customer Support). • Obtain the support of other entities for the quality and speed of processing applications and complaints. • Ensure a good quality of the service provided to the client. • Process requests received in a timely manner • Follow up on the resolution of customer requests and complaints. • Analysed suggestions received for system development • Test the systems in place and participate in the acceptance of these systems • Ensure that the client is informed of the progress and resolution of the complaint and request by respecting the processing time. Supervisory / Leadership / Managerial Complexity: • Monitor and evaluate Digital Service performance standards in accordance with contract content. • Support customers to PIN reset. • In collaboration with CSC Supervisors, assess the training needs on digital services and provide relevant support to frontline team. • Assists the CSC and Call Center in the resolution of issues raised on time • Report errors and issues minor/major fields affecting the smooth running of services

POSITION REQUIREMENTS Education: • Bachelor degree in Business Management or any related field Experience: • Must have worked in Telecoms Industries for at least 1 year • A minimum of two years’ experience in a coordination level • Having experience at least 1 year in people management positions. Training: • Introductory Management Programs • Coaching skills • Presentation skills • Basic GSM • Effective Meetings • Employee Performance Management training • MTN Guinea Products & Services • Customer care applications • Web base customer relation applications and interfaces. Knowledge: • MTN Guinea Product & Services • Systems Use and Operation o Basic office software o Customer caring applications o Web base MTN Guinea interfaces o ECW / interfaces • MTN Guinea Policies & Procedures • Telecommunications Technology o Basic GSM o Handsets • Telecommunications Sector o Basic’s of regulations o Basic’s of license agreement anglais courant

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