Single Point of Contact

BASSAGAL CONSULTING AFRICA is recruiting for one of its clients in the SERVICE SECTOR:

The main activities will be:
Assist with updates to the client’s website as needed and directed by the Task Order Manager.
Review applicable call center scripts to ensure that any and all updates are incorporated appropriately.
Ensure that email templates or canned responses are up to date and accurate.
Monitor case volume at the Call Center and Task Order Management escalation levels to ensure that all inquiries are answered within the predetermined timeframe.
Monitor cases and calls addressed by Call Centers and provide feedback on the accuracy of their responses. Place mystery calls as requested.
Manage the IVR and the recordings in place.
Ensure coordination on an as-needed basis, for example with rescheduling due to closures, and only with prior approval from the Task Order Manager.
Provide training to staff on appointment functionality i n Atlas.
Coordination with document delivery vendors to ensure processes are followed as stipulated per the SOP.
Monitor document delivery incidents and ensure timely reporting on resolution.
Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.
Daily reconciliation of amounts swept versus receipts created.
Monitor greeter services.
Ensure that the appropriate number of greeters are present as required.
Ensure that greeters are properly dressed as stipulated in the parent contract.
Serve as a greeter to meet applicants for appointments when needed.
Coordination, visitation and communication with the client on an as needed basis with prior approval of the Task Order Manager.
Ensure that personnels are adequately equipped/trained to utilize clients services in the country or area assigned.
Answer questions effectively and accurately from the client within agreed upon timeframe.
Escalate cases as needed to the Task Order Manager.
Conduct onside audits where feasible to ensure fee collection operations are being conducted within established guidelines.
Ensure audit reports of all these visits are maintained in Atlas via Management
Reporting.
Monitor Service Level Agreements or SLA metrics and report issues.

Profile:

Bachelor or Master’s degree in any relevant field.
Three to five years of relevant professional experience required.
Experience in client relations and customer service management.
Call center experience valued.
Experience in drafting concise written reports.
Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, and PowerPoint).
Fluency in spoken and written English.
Fluency in spoken and written in French and Dutch.
Ability to work independently while being part of a virtual, effective team.
Ability to manage multiple priorities and complete tasks/projects in accordance with established deadlines.
Flexibility in work hours and full availability during work week.
Excellent communication skills.
Ability to conduct research to solve problems and execute solutions.
High level of punctuality, work ethic and discretion.
Ability to build and maintain effective relationships with the client, team members, and various service vendors.

Interested candidates should send their CV specifying the reference SPOC0123 » at the following address:

         yannick.billigha@bassagal-consulting.com

The deadline to apply is 3rd August 2023.
Only shortlisted candidates will be contacted