Our
client, a group of clubs are seeking for a Customer
Service Supervisor to
oversee the customer service unit.
Mandate: Under the direction of the General Manager and with efficiency and customer service a priority, the Customer Service Supervisor is accountable to oversee the overall customer service department.
Mandate: Under the direction of the General Manager and with efficiency and customer service a priority, the Customer Service Supervisor is accountable to oversee the overall customer service department.
Tasks
and Duties:
- Prepare
customer service activity reports including KPIs, daily/weekly operations
reports, health and safety
- Be
accountable to the customer for both quality and quantity of output and
resolve any problems, ensuring that potential customer complaints are
escalated.
- Ensure
customer enquiries are responded to within two hours and that problems
such as damages, shortages and nonconformance to specifications are
rectified to mutual satisfaction
- Deal
with any escalated customer service issues
- Participate
in meetings to improve productivity, resolve customer service issues and
manage workload of team
- Oversee
general upkeep of office
- Offer
alternative solutions to system and procedural issues that may adversely
affect productivity or customer service
- Continuously
monitor effectiveness of the customer service strategies aimed at reducing
operating costs, including wages, and improving quality-control procedures
- Be
the ‘voice’ of the customer service operation at management meetings
- Develop
constructive and cooperative working relationships with those on your
team, as well as cross functionally
- Handle
major incidents that cannot be resolved by agents
- Provides
communication and follow up to ensure representatives are fully informed
of all new information related to products, customer needs and company
related issues, changes or actions
- Determines
work procedures, prepares work schedule and expedites workflow.
- Training
agents on how to adequately address problem over the phone or how to write
correspondence.
- Work
with management on customer service initiatives.
- Utilize
social media to respond to customer complaints and praise
Qualifications,
Skills and Competencies
- Bachelor’s
degree in Public Relations
- 3
years of supervisory experience in a call centre/Hotel/Banks
- Problem
solving
- Customer
/client focus
- Communication
proficiency
- Time
management
Qualified
applicants to send the application letter and CV to jobs@jantakenya.com clearly
indicating ‘Customer Service Supervisor’ on the subject line by 7th
May,2016.
Do not
attach your certificates
Only shortlisted candidates shall be contacted.
Only shortlisted candidates shall be contacted.