Technical skills
SRE
Methods
Project management
Role signals
Customer support
Requirements
- Proven customer service, and ICARE values demonstration
- Applicant has to be in the Company not less than 6 months
- Readiness to work all shifts
- Advanced English is required
- Attendance record of ≥95% (last 12 months)
- Ability to train new onboarding teammates
- Capacity for crisis management and resolving the issues
- Project management outside of working hours
- No Warning Letters in the previous 6 months
- No criminal activities missed in the last 6 months
- -
- No white cards in the last 6 months
- Leadership Academy completed or ongoing
Responsibilities
- Teaching ICARE values to everyone on a daily basis
- Training new team members to the best of your ability by providing commitment and support to their learning
- Maintaining a professional work environment by following internal policies and having the team focused on work
- Developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
- Filling out and monitoring of the team's achieved results through norms
- Communicating job expectations via meetings, briefings and 1on1s
- Monitoring, and appraising job results
- Coaching and mentoring all members of the team when it comes to personal and professional growth
- Disciplining staff by enforcing policies and procedures and being transparent with management
- Continuous self-improvement and education, maintaining professional and technical knowledge by attending educational workshops and reading recommended books
- Maintaining the quality of service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements to ensure efficiency and efficacy of the operation
- Production of reports and other communications as requested
- Mandatory monthly team meetings
- Mandatory weekly meeting attendance