CUSTOMER CARE SUPERVISOR

CUSTOMER CARE SUPERVISOR

  2:11 AM    Juma Mzuri

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Job Title: Customer Care Supervisor

1. Implementation of Customer Care Culture
2. Management and leadership of Call Centre and branch team leads
3. Management of Call Centre branch service level within agreed standards
4. Provision of high standard of service delivery for all walk in customers and inbound customers
5. Ensured customer retention levels are maintained within agreed standards
6. Retention support to Dealers
7. Ensure performance management of all staff
8. Ensure implementation of Quality Assurance standards
9. Ensure adherence to laid down policies and procedures
10. Ensure continuous improvement of customer care processes
11. Ensure management of Outbound calls to customers to drive retention
12. Manage Churn and retention projects
13. Analysis of reasons that customers churn
14. Management of Branch Audits
15. Manage service level agreements
16. Develop and communicate functional policies and procedures
17. Ensure Stock management and Cash reconciliation for all branches is done on daily basis
18. Complete Daily, weekly and monthly reports
19. Ensure adequate staffing for the customer service areas
20. Manage Departmental budget

COMPETENCIES

• (Personal capabilities, which are critical to the production of quality outputs)

Knowledge

• Business Policies and Procedures
• Labour laws
• Legal Contracts Understanding
• Product/Service Knowledge
• Project Management
• Call Centre Knowledge
• Management Information Systems
• Financial Understanding
• Human Resources Understanding
• Branch Management
• Systems knowledge
• Management information system

Skills

• Strategic Thinking
• Assertiveness
• Planning/Organising Skills
• Communication Skills (Verbal and Written)
• Leadership Skills
• Negotiation Skills
• Relationship Building/Diplomacy/Tact
• Conflict Management
• Analytical Skills
• Customer service orientation
• Decision-making
• Problem solving
• Attention to detail
• Idea generation
• Priority setting
• Project Management

Personal Qualities

• Leadership
• Planning & Organising
• Commercial Awareness
• Problem Solving & Analysis
• Action Orientation
• Interpersonal Sensitivity
• Flexibility
• Assertiveness
• Personal Motivation
• Quality orientation
• Persuasiveness
• Resilience
• Deadline driven

Qualification:

At least 5 years experience in Operations/Customer Service environment, 2 of which must be at a supervisory level.

To apply for this job email your details to careers@startimestelevision.com