Tebyasa Shalom, Customer Experience Specialist

CHLORIDE EXIDE UGANDA LIMITED

Nov 2021 – Present

KAMPALA INDUSTRIAL AREA

CUSTOMER EXPERIENCE ASSISTANT

Assist the Call Centre team and co-ordinate day-to-day planning and; Call Centre operations • Liaise with the Call Centre Quality Analysts to evaluate Agent performance through regular listening in on calls and weekly call calibration sessions to ensure that quality standards are continuously met. • Through the CRM system, continuously monitor that complaints are resolved, solar Sales leads and Battery RFQs addressed within the set SLAs • Prepare Call Centre Agents’ monthly shift schedule ensuring adherence to the weekly maximum working hours • Liaise with HR/Payroll to ensure that Agents are paid overtime for working on public holidays • Engage in marketing activities for the Dial A Battery service and dispatch orders • Make recommendations on how to increase efficiencies and increase customer satisfaction at the Call Centre • • Escalating long-standing complaints and instances of dissatisfied customers to the Country Manager • Manage the service contract initiative in liaison with the Technical and Sales departments and provide monthly reports: • Contact the customers, schedule technical visits, update the service contract database and file all contracts and technical visit reports. • Send out a written reminder and fee note to all service contract customers, one calendar month before the expiry of the existing contract • Monitor all service call-outs and ensure that clients are assisted in a timely and efficient manner. • Contact all solar customers one week after the conclusion of their installation and gauge satisfaction levels. • Log customer feedback and prepare weekly reports • Follow up on the completion of all installations and share a weekly report • Respond to queries received on the dedicated Customer Service mailbox within One hour of receiving the same. • Manage and update the leads database. • Participate in all internal Customer Experience initiatives as may be drawn from time to time

Tebyasa Shalom

Customer Experience Specialist

Skills

Languages