JOBS IN ZAMBIA - DAILY ZAMBIA JOBS

Tuesday, January 26, 2016

CUSTOMER CARE SUPERVISOR



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

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