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.
Supervises and coordinates the activities of those engaged in handling customer-initiated inquiries, whether face to face, electronically or by phone, in a friendly, courteous and knowledgeable manner.
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.