Probation period: 6 months (Renewable contracts based on performance)
Salary: Ksh 50,000.00
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 targets are met. Ability to work in a highly competitive environment with up to 40 customer care agents per shift. This position requires working in shifts. Supervisor reports to the Customer Service Manager. You must successfully pass a criminal history check.
RESPONSIBILITIES:
Assisting the team by organizing the tasks between customer care agents on various platforms
Supervising the shift and to ensure all clients are served accordingly and efficiently
Handling complaints and other issues that customer care team comes across with during the shift
Supervises the team, manage the team productivity, propose policies and work rules to increase the quality of customer care
Decision making – ability to make correct and professional decision between the team itself and customers on the other hand. 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
Maintains files, emails, reports and other relevant information in organized manner
Proactively analyze and clearly communicate issues and suggested solutions to management
Suggest continuous improvement ideas and assist in the implementation of new departmental efficiencies
Does department KPI’s, analyze the reports to evaluate the team performance and provides appropriate feedback to management
Maintains leave files and organize the team to accommodate business needs
Organizes frequent trainings 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
Good Time management and accuracy at record keeping
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.
Must be self-guided and motivated, working to complete tasks thoroughly and requesting assistance if needed
Ability to make the right decisions for the business
