REPORTS TO: SALES MANAGER

Customer Service Supervisor Responsibilities:

• Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.

• Strategizing and monitoring daily activities of customer service operation including drivers and riders.

• Assisting customer service staff with duties where required.

• Training staff in areas of customer service and company policies.

• Ensuring Quality control on all communications with clients & suppliers.

• Managing cash coverage and customer flow to ensure proficient customer service.

• Ensure that all codes of existing customers are written onto the receipts, invoices, and delivery notes before submitting to accounts.

• Request accounts department for new codes of any new connections received immediately.

• Hand over total full amount of money received daily to accounts department or make top ups for any money used before handing over to accounts.

• Ensures team is dressed in clean uniforms at all times with proper Personal Protective Equipment during work hours.

• Checks with delivery team for dispatch of clean cylinders and refuelling of bikes in an efficient timely manner.

• Monitoring and authenticating returns & exchanges,

• Investigating and solving customer service complaints within your control and escalate those unresolved to the respective line managers.

• Assisting with development and implementation of service policies, and explaining these to staff and customers.

• Maintaining documentation pertaining to customer service department activities.

• Ensuring all new connection customer registrations are received and filled accordingly by approved technical team.

• Training staff in areas of customer service and company policies, assist with development and implementation of service policies, explain to staff and customers.

• Log into the portal and monitor on line customers.

• Reporting to senior management when required.

• Ensuring all orders are delivered.

• Ensuring all technician visits & deliveries are followed up by way of email, WhatsApp, Text or telephone to the customer.

• Endeavour to have weekly and monthly exhibitions to boost sales.

• Make follow up calls with customers for feedback on delivery, installations and appliances supplied.

• Ensuring the google drive is completed by the customer service staff accurately & promptly.

• Prepares daily work plans, weekly and monthly reports.

• To be responsible for the timely delivery of all the generated orders

• Delegating tasks and supervises delegated work.

• Maintain in-depth working knowledge of the company’s brands, systems and processes.

• Perform annual reviews, appraisals and performance management reviews for the customer service staff.

• Ensure all delivery notes, cash sales, invoice and receipt books are in good order and well documented to enable effective auditing.

• Hire and train customer service staff to deliver high class customer service.

• Guide and direct customer service team towards achieving operational & Sales goals

• Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.

• Develop standard procedures and policies for improving the service provided to customers, with help of HR in-charge & MD.

• Maintain communication with customers via emails, phone calls, mails, and make weekly report on this etc.

• Prepare documentation and reports on routine customer correspondence for future reference purpose.

• Visit our branches to assess how they performing at least twice a month

 PERSON SPECIFICATIONS.

 To Have a Leadership skills

 To have Outstanding communication skills, both written and verbal

 To have Outstanding organizational skills

 Be Proficient in computer skills

 To have Proficient knowledge of customer service and standard office practices and procedures.

 Have Strong people skills

 Have strong Microsoft Excel, Word & PowerPoint skills

 Be Availability to work shifts