Job announcement: Single Point of Contact H/F

BASSAGAL CONSULTING AFRICA is recruiting for one of its clients in the SERVICE SECTOR: ONE (01) Single Point of Contact (SPOC) H/F For Cameroon
Position based in Cameroon (Ref.SPOC0123)

The main activities will be: 

  • 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.
  • Ensure that email templates or canned responses are up to date and accurate.
  • 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.
  • 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.
  • 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.
  • Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.
  • Daily reconciliation of amounts swept versus receipts created.
  • 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.
  • Coordination, visitation and communication with the client on an as needed basis with prior approval of the Task Order Manager.
  • Ensure that personnels 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.
  • Conduct onside audits where feasible to ensure fee collection operations are being conducted within established guidelines.
  • Ensure audit reports of all these visits are maintained in Atlas via Management Reporting.
  • Monitor Service Level Agreements or SLA metrics and report issues.


  • 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.
  • Fluency in spoken and written in 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 service vendors.

Interested candidates should send their CV specifying the reference SPOC0123 » at the following

Only shortlisted candidates will be contacted

The deadline to apply is 3rd August 2023.

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