Betin Customer Care Team Leader / Supervisor Job in Kenya

Job Title: Customer Care Team Leader / Supervisor

The Customer Service Supervisor position is responsible for organizing, expediting and coordinating flow of work with customer care agents, monitor the performance of the team, organize work between customer care agents in the shift and ensure that KPI targets are met.

Responsibilities:

  • Assisting the team by organizing the tasks between customer care agents on various platforms
  • Supervising the shift to ensure all clients are served accordingly and efficiently
  • Handling complaints and other issues that customer care team comes across with during the shift
  • Supervising the team, manage the team productivity, propose policies and work rules to increase the customer care quality and team’s productivity
  • Decision making – ability to make correct and professional decision. Ensures that decisions are based on the principals of equality and is not bias towards some team members.
  • Create effective work plans, ability to identify department issues and ability to resolve them efficiently. Identifies customers’ needs and installs the guidance and procedures to increase customer satisfaction
  • Communicates with other internal department in case of issues and follows up on receiving fast resolution of the same
  • Good Time management, Organizational skills, Ability to prioritize work and make correct decision under pressure
  • Maintains files, emails, reports and other relevant information in organized manner
  • Proactively analyze the performance and clearly communicate issues and suggested solutions to management
  • Does department KPI’s and daily reports, analyze the reports to evaluate the team performance, department productivity and provides appropriate feedback to management
  • Maintains leave files and organize the team schedule to accommodate business needs
  • Organizes frequent trainings, calibrations and motivates the team in order to increase the performance
  • Any other duty that may arise

Knowledge, Skill Set & Qualifications Required

  • At least 2 years’ experience in similar positions
  • Only highly motivated and “Go Getter” type of personality will be shortlisted
  • Communications proficiency, both written and verbal form
  • A responsible attitude and able to multitask between internal departments and large group of team members across different platforms
  • Highly organized, ability to make decisions under pressure
  • Ability to lead and motivate others
  • Ability to priorities own work and work of other team members
  • Excellent work ethics and ability to work independently, under pressure and meet tight deadlines. Ability to adjust to department procedures and rules and
  • follow through the implementation
  • Must be self-guided and motivated, working to complete tasks thoroughly
  • Ability to make the right decisions for the business

Interested candidates to apply to: jobs@betin.co.ke quoting the position as the subject by Monday 21st January 2019


Business Administration, Sales and Marketing
Updated: January 19, 2019 — 11:49 am