11 January, 2018

7357 Customer Excellence Team Leader

Telecom Vanuatu Limited

Port Vila, Vanuatu
Job Hours:
Not Stated
Due Date

Job Description:
Telecom Vanuatu Limited is seeking for a Customer Excellence Team Leader to be based in Port Vila.

The Customer Excellence Team Leader will be also responsible for the end to end customer service and ensuring customer satisfaction at all level.
  1. Implementation of sales and after sales process
  2. Centralization and Follow up of all customer complaints
  3. Provide daily/weekly/monthly reports on customer complaints management and call center performance.
  • Manage efficiently the Customer Excellence activities
  • Responsible for the day to day running of Customer Excellence operations
  • Planning and operations of Customer Excellence business including inbound and outbound services
  • Develop targets related to all services provided by Customer Excellence as per company objectives
  • Identify new profitable and exciting channel to Market the organization products and services.
  • Create an outbound sales, marketing and market research unit
  • Coach and drive the supervisors and Customer Excellence team to ensure consistent delivery of services
  • Generate daily, weekly and monthly reports on all Customer Excellence services outbound and inbound call
  • Generate monthly reports for internal and external clients on Customer Excellence efficiency, staff performance and profitability of operations
  • Manage a team of about 20 agents
  • Monitor the level and quality of service and sales
  • Manage promotion events in the contact centers / direct sales along with the company's scheduled events
  • Participate in the hiring, developing, training, and motivation of his/her team
  • Evaluate the performance of individual subordinates and coordinate with other channels to ensure conformity and alignment with the overall company strategy
  • Carry out any cognate duties. 
      1.  Qualification & Experience 
      • University graduate in Telecommunication Engineering or Business Management
      • Or at least 3 years’ experience in similar position
      2.  Skills
      • People management/ direct sales within a telecom customer service and sales environment
      • Very good communication and interpersonal skills to the degree of influencing others
      • High level of customer orientation to the degree of understanding and also anticipating customer needs
      • Ability to work under pressure to achieve required sales targets and customer care objectives
      • Excellent coaching and leadership skills to the level of influencing subordinates to have a sense of ownership for what to do
      • Very good planning and organizing skills
      • Decision making & problem solving skills
      • Computer skills and ability to work on TVL Systems
      3.  Personal characteristics
      • Ability to fast learn and adapt
      • Ability to work under stressful situation
      • Honest
      • Availability in emergencies
      • To work closely with multiple team
      • Reliable
      • Adaptability.


      Not Stated


      English, Bislama, French

      How To Apply:

      Interest applicants for the above position may send in their application and CV addresses to HR Coordinator, PO Box 146, Port Vila, or valerie.dinh@tvl.net.vu before on 18TH January 2018.

      Contact Person:

      Valerie Dinh


      (+678) 22185
      HR Coordinator, PO Box 146, Port Vila, Vanuatu



                  11-January-18 Direct from Employer

      For further information on the above Vanuatu job please see the source or contact the employer directly.