Open Positions
Contact Center Manager
Roles And Responsibilities
- Manage administrative, logistical, human resources, and accounting services to support company operations.
- Identify business opportunities with new and existing customers.
- Ensure that the company’s operations deliver the required performance, being committed to delivering a great customer/contact experience through a variety of communication channels.
- Driving sales/marketing of company’s product and services to clients
- Evaluate the effectiveness of marketing program and recommend improvements
- Interact with Clients to ensure and confirm promised service level is achieved.
- Management of the day-to-day company’s activities and generate reports to management.
- Getting update on performance, quality control assessment and Training needs.
- Preparation of Report for the office and Clients as required, and analyzing contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Research on trending technology and services and develop strategies to improve quality and productivity.
- Provide expert advice, meeting with Staff on business updates, issues, welfare and development.
- Ensures that quality service is provided to both internal and external customers.
- Hiring, terminating, performance evaluation, promotions, training, coaching, and leading contact center personnel as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Assisting other management team members in identifying trends and establishing company goals.
- Assessing employees’ performance, providing helpful feedback, giving timely response, and ensuring they’re achieving desired service levels and taking corrective action, as needed.
- Authorizing replacements or refunds.
- Taking on other tasks or projects to support employees, other managers, and company’s operations and more.
Qualification/Required Skills:
- A in Languages or Social Sciences. Advanced education in business will be an added advantage.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Knowledge of management principles and familiarity with company products, services, and policies.
- Strong coaching and leadership skills, and ability to motivate employees.
- Decisiveness and attention to detail.
- Proficiency with the necessary technology, including computers, software applications, phone systems, sales etc.
Send your resume to hr@vocalserv.com
Call Centre Executives
Job description
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call centre database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets.
- Escalate consumer issues to the technical team.
Qualification/Required Skills:
- Minimum qualifications: BSc & Its equivalent
- Excellent listening and Typing skills
- Excellent verbal and written communication skills
- Organization and flexibility skills
- Attention to details
- 2-3 years of Call Centre and Customer Service experience (Interns applications are welcomed).
- Multi lingua (Fluency in English )
- Proficiency in the use of computer applications and systems
- Willing to work the approved shifts for the call centre
- Problem analysis and problem-solving skills.
- Customer Service Orientation.
- Good Judgmental skills.
- Teamwork and time management skills.
- Knowledge of technology and how it works would be an added advantage.
- Clear diction.
Record short introductory voice and send it with your application to hr@vocalserv.com
Digital Marketer
Job description
- Plans and executes all web, SEO/SEM, database marketing, email, social media, and display advertising campaigns.
- Designs, builds, and maintains social media presence.
- Meeting with prospective clients and customers as required
- Measures and reports performance of all digital marketing campaigns and assesses against goals (ROI and KPIs).
- Identifies trends and insights and optimizes spend and performance based on the insights.
- Brainstorms new and creative growth strategies through digital marketing.
- Plans, executes, and measures experiments and conversion tests.
- Collaborates with internal teams to create landing pages and optimize user experience.
- Utilizes strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points.
- Identifies critical conversion points and drop off points and optimizes user funnels.
- Collaborates with agencies and other vendor partners.
- Evaluates emerging technologies.
- Provides thought leadership and perspective for adoption where appropriate.
- Developing and monitoring campaign budgets.
- Evaluating important metrics that affect our website traffic, service quotas, and target audience.
Person Specification/Qualification/Required Skills
- Creating and maintaining client relationships
- Self-motivated yet customer-focused
- Must have seasoned experience, proficient in marketing research and statistical analysis
- Highly creative with experience in identifying target audiences and devising digital campaigns that engage, inform, and motivate
Education, Experience, and Licensing Requirements:
- Bachelor’s or master’s degree in marketing or a related field
- Proven working experience in digital marketing, particularly within the industry
- Demonstrable experience leading and managing SEO/SEM, marketing database, email, social media and/or display advertising campaigns
- Experience in optimizing landing pages and user funnels
- Experience with A/B and multivariate experiments
- Solid knowledge of website and marketing analytics tools (e.g., Google Analytics, NetInsight, Omniture, WebTrends, SEMRush, etc.)
- Working knowledge of ad serving tools
- Experience in setting up and optimizing PPC campaigns on all major search engines
- Working knowledge of HTML, CSS, and JavaScript development and constraints
Send your resume to hr@vocalserv.com
Call Centre Executives
Job description
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call centre database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets.
- Escalate consumer issues to the technical team.
Qualification/Required Skills:
- Minimum qualifications: BSc & Its equivalent
- Excellent listening and Typing skills
- Excellent verbal and written communication skills
- Organization and flexibility skills
- Attention to details
- 2-3 years of Call Centre and Customer Service experience (Interns applications are welcomed).
- Multi lingua (Fluency in English )
- Proficiency in the use of computer applications and systems
- Willing to work the approved shifts for the call centre
- Problem analysis and problem-solving skills.
- Customer Service Orientation.
- Good Judgmental skills.
- Teamwork and time management skills.
- Knowledge of technology and how it works would be an added advantage.
- Clear diction.
Record short introductory voice and send it with your application to hr@vocalserv.com