Summary
Date Posted: Wednesday, January 19, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Customer Service Supervisor

Overview
Java Foods is an equal opportunity employer, with a strong culture of inclusivity and ensuring gender diversity at all levels.
Java is looking to hire a Customer Service Supervisor.

Job Purpose:
To coach our service staff to deliver exceptional customer service. The customer service supervisor will build a strong team and shape staff behaviors to accomplish desired results..
The supervisor will play a collaborative role in growing and implementing standards and processes. He/ she will maintain documentation such as correspondence and operational records, and communicate promotional offers to customers.
To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates should be able to perform to a high level of accuracy, and must be meticulous and organized.

Requirements
• To generate reports
• Analyse data, trends from information collected.

Key Accountabilities
• Manage overall Call Centre performance
• Oversee quality assurance through Call Centre, by ensuring consistent messaging, training and call monitoring.
• Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of customer service operations.
• Assisting customer service staff with duties where required.
• Training staff in areas of customer service and company policies.
• Managing cashier coverage and customer flow to ensure proficient customer service.
• Monitoring and authenticating returns, exchanges, and voids.
• Investigating and solving customer service complaints.
• Assisting with the development and implementation of service policies, and explaining these to staff and customers.
• Maintaining documentation pertaining to customer service department activities.
• Performing additional duties where needed.
• Work with management to identify key performance indicators, analyse output data and implement chases to deliver an exceptional customer experience.

Skills and Knowledge
• Diploma/ Degree in Business, Finance or Public Administration
• 2+ years of work experience in a similar position.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Proficient computer skills.
• Proficient standard office equipment skills.
• Outstanding communication skills, both written and verbal.
• Strong people skills.
• Excellent phone etiquette.
• Outstanding organizational skills.
• Available to work shifts

Compensation & Benefits
An annual gross salary of K 120,000.00, a 13th Cheque and Gratuity payment @ 25% of basic pay at completion of contract. NHIMA Medical Cover (for employee and 3 dependants) and Aitrime allowance of K 400 per month.

Work Hours: 8

Experience in Months: 24

Level of Education: Associate Degree

Job application procedure
To apply for this job email your details to Reception@java-foods.com

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