Offline Customer Service Supervisor
Job Summary
The Customer Service Supervisor will
ensure the success and manage the performance of our Offline Customer Service
agents.
Job Description
To provide excellent customer service
by communicating with our customers professionally and respectfully.
To pay rapt attention to details
while investigating and interpreting issues, to aid in quick resolution and
escalation To convey information clearly, confidently, and politely.
Position Summary
We are looking for an analytical and
responsible manager with a Customer-First mindset.
The Customer Service Supervisor will
ensure the success and manage the performance of our Offline Customer Service
agents.
Responsibilities
·
Designing the customer experience—
create, develop and improve our customer handling training, implement SMS
campaigns, design retention call strategies
·
Building a team— recruiting,
interviewing, and hiring agents for our kiosks across
·
Performance management: monitoring
and tracking sales, implementing customer care quality control, developing
innovative sales strategies for each location
·
Coordinating team’s operations—
monitoring agent attendance, scheduling shifts, ensuring all agents have all
functioning equipment needed to perform
·
Monitoring team’s kiosks—
distributing vouchers, identifying, reporting and escalating issues with
equipment, kiosks, or agents
·
Tracking team’s performance—-
generating quality control and sales reports, performing weekly performance
reviews, identifying low-performing agents and recommending course of action,
reconciling sales stats and revenue generated (cash deposits)
Requirements
·
3 – 5 years of customer service
experience (offline sales a plus)
·
Analytical problem-solver, excelling
at multi-tasking
·
Experience managing retail customer
service preferred
How to Apply
Email your CV to jobs@irokopartners.com with the subject line ‘Offline Customer Service
Supervisor , Nairobi’ by Friday, September 22nd, 2017