Contact Centre Director - Mobi Banka
Contact Centre Director - Mobi Banka
Belgrade
Key responsibilities:
- Strong customer orientation on client servicing
- Coordination and development of customer services
- Participate in the planning and budgeting activities of call centre
- Responsible for the organization of processes and activities related to outsourced activities to other legal entities in the field of customer care
- Preparation of manuals and communication, monitoring the operation of the call/contact centre and caring about the quality and effectiveness of agents
- Reporting on the results of the call/contact centre
- Coordinates the work of the bank's call/contact centre with other departments in the bank, as well as with other relevant legal entities
- Organization, monitoring and reporting of sales and other campaigns carried out through the call/contact centre
- Organizes the receiving, processing and preparation of responses to customer complaints
- Makes sure to process all complaints in time and required quality, meeting all regulatory requirements
- Preparing and sending reports on Customer Complaints
For the good start, you will need:
- Secondary school/ college or university degree preferably
- At least 4 years of experience in Telco/Banking industry on similar positions
- Experience in complaint management and legal requirements
- Proficiency in MS office
- Fluency in English
You will enjoy:
- Development of contact centre as main communication point for customers
- Building omnichannel (phone, chat, social networks) servicing contact centre with focus on top class customer experience
- Opportunity to participate in business decision making process of a large multinational company
- Working in a dynamic environment which allows you to grow and develop within it
- Competitive benefits and great working conditions
- Career development opportunities
Please apply by 27.02.2020.
Yettel d.o.o.
Yettel je deo e& PPF Telekom Grupe, koja je nastala iz partnerstva PPF Grupe i Emirates Telecommunication Group („e&”). e& PPF Telekom Grupa usmerena je na pružanje vrhunskog korisničkog iskustva u oblasti telekomunikacionih i digitalnih usluga u zemljama Centralne i Istočne Evrope. Yettel, deo e& PPF Telekom Grupe, ima skoro tri miliona korisnika u Srbiji i do marta 2022. godine poslovao je pod imenom Telenor Srbija. Kompanija je prisutna na tržištu od 2006. godine i trenutno…
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