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Customer Service Supervisor Job Vacancy in Nairobi Kenya

Customer Service Supervisor
 
Job Ref: 198/01/2016
 
Location: Nairobi

Our client, a fleet tracking solutions IT Company is looking for Customer service agents for its Call Centre.
 
Job Profile 
 

Reporting to: Operations Manager
 
Supervising: Customer Service Agents 

You will supervise a team of Customer service Agents in overseeing an effective Customer Service strategy in line with company operations and strategy

Duties & Responsibilities
  • You will be responsible for managing performance of the Customer Service (CS) Team.
  1. Push Daily, weekly, monthly targets
  2. Appraisals on team members
  3. Motivating team members & assisting in resolving stagnating matters
  4. Ensure preparation of timely and accurate Customer Service reports
  5. Supervise proper documentation & Data management of client accounts
  • Be the point of contact between the company and the clients in ensuring customer satisfaction at all times.
  • Supervise team shifts and work schedules
  • Allocate accounts to team members and monitor how they handle and resolve issues with clients
  • Manage training, developing and mentoring of the customer service team
  • Work closely with management to address needs in the customer service department
  • Oversee achievement of both individual and team targets
  • Ensure implementation of Standard Operating Procedures (SOPs) and adherence by all team members
  • Effectively coordinate with other departments in executing customer service operations
  • Hold regular briefings with team to plan and resolve pending issues
  • Furnish management with accurate weekly reports on customer service operations, challenges, achievements and areas that require attention or review.
  • Analyze customer issues and recommend ways of managing them
  • Optimize the use of assistants in executing benchmark Customer Service in managing different customer portfolios
The Successful Candidate MUST meet the following Requirements:
  • Diploma or Degree in business or related
  • 5 years of customer service experience in a busy call centre environment
  • At least 2 years’ experience as a Team Leader in a call centre environment A MUST
  • Possess customer service supervision experience.
  • Client service experience and skills
  • Experience in a similar industry an advantage
  • Team management and leadership skills
  • Planning and organizing skills
  • Vast knowledge in CRM systems
  • Excellent oral and written communication skills
  • Be a motivator that can lead team to success
  • Calm and articulate even when under pressure
  • Excellent computer skills (Ms. office, typing, Emails and use of CRMs)
  • Mature person and presentable
How to Apply 

Interested candidates who meet the above criteria should submit their online application on or before 19th January 2016 athttp://goo.gl/T8sryH

Only those shortlisted will be contacted.

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