Customer Service Management W/m

il y a 1 mois

Paris, France Morgan Philips Executive Search Temps plein

Morgan Philips Executive Search, the digital headhunting company, is currently recruiting for one of the multinational company with different activities in Africa a SPOC (Customer Service Manager).
Our client is bidding for a contract to implement a Global Support Strategy (GSS) program. The GSS contract will provide support services for nonimmigrant and immigrant visa operations including but not limited to public inquiry services, appointment services, fee collection services, document delivery services and data collection services.

As Single Point of Contact (SPOC), you will serve as the primary source of information, monitoring, and reporting for the country(s) assigned. The SPOC will ensure that the highest quality of customer service is being provided to the clients in the country or region of responsibility. Your countries of direct responsibility are Belgium, France and the Netherlands. There will be some travel to Belgium and the Netherlands besides regular visits to Paris.
1.Principal

**Responsibilities**:
**Information Services**:
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.

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.

Conduct onsite audits where feasible to ensure call center operations are being conducted within established guidelines.

Ensure audit reports of these visits are maintained in Atlas via Management Reporting.

Appointment Services

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.

Document Delivery Services

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.

Conduct onsite audits where feasible to ensure document delivery operations are being conducted within established guidelines.

Ensure audit reports of these visits are maintained in Atlas via Management Reporting.

Fee Collection Services

Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.

Daily reconciliation of amounts swept versus receipts created.

Conduct onsite audits where feasible to ensure fee collection operations are being conducted within established guidelines.

Ensure audit reports of these visits are maintained in Atlas via Management Reporting.

**Greeter Services (Where Applicable)**:
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.

**Client Coordination**:
Coordination, visitation and communication with the client on an as needed basis with prior approval of the Task Order Manager.

Ensure that personnel 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.

**Reporting**:
Draft and assist in the development of Weekly, Monthly, SLA, Quality, and Risk Reports.

Monitor Service Level Agreements or SLA metrics and report issues.

Draft meeting minutes covering every phone or in person conference held with service vendors or personnel.

Report to the Task Order Manager immediately should any evidence of malfeasance or fraud be detected and assist in the implementation of fraud prevention plan.

2.Qualifications and Skills

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, 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 serv

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