CUSTOMER CARE SUPERVISOR
Job Title: Customer Care Supervisor
- Implementation of Customer Care Culture
- Management and leadership of Call Centre and branch team leads
- Management of Call Centre branch service level within agreed standards
- Provision of high standard of service delivery for all walk in customers and inbound customers
- Ensured customer retention levels are maintained within agreed standards
- Retention support to Dealers
- Ensure performance management of all staff
- Ensure implementation of Quality Assurance standards
- Ensure adherence to laid down policies and procedures
- Ensure continuous improvement of customer care processes
- Ensure management of Outbound calls to customers to drive retention
- Manage Churn and retention projects
- Analysis of reasons that customers churn
- Management of Branch Audits
- Manage service level agreements
- Develop and communicate functional policies and procedures
- Ensure Stock management and Cash reconciliation for all branches is done on daily basis
- Complete Daily, weekly and monthly reports
- Ensure adequate staffing for the customer service areas
- 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.