A.         Background Information

Job Title:         Current Grade:

Customer Care Supervisor     C1

Directorate:     Unit:

Sales and Marketing   Customer Care

Reports to:      Reports to (matrix reporting, where applicable):

Assistant Marketing Manager - Administration          N/A

Direct Reports:            Indirect Reports (matrix reporting, where applicable):

Customer Care Representatives        N/A

B.         Purpose of the job

The purpose of this job is to plan, coordinate and control the activities of the customer services team to maintain and enhance customer relationships and meet MPL and operational objectives.            

C.        Responsibilities

1.         Main Responsibilities:

a)      Handle and follow up on all received digital (website, social media and email ) order requests to completion;

b)      Supervise telesales and marketing representatives with the aim of generating orders;

c)       Generate field visit reports with actionable items to grow revenue;

d)      Ascertain the level of customer relationship management through retail census and creation of customer files;

e)      Measure customer satisfaction through customer satisfaction index to establish areas that warrant improvement;

f)        Monitor and evaluate complaints and prepare closed loop feedback report to follow up on customer queries;

g)      Build beneficial strategic alliances with customers to ensure satisfactory working relationships;

h)      Supervise customer care representatives and manage the toll-free centre to ensure they carry out their tasks in line with set standards and procedures;

i)        Identify customer service trends and requirements ,determine system improvements  implement change;

j)        Coordinate and manage customer service projects and initiatives.

2.         Financial Responsibilities:

Control expenditure for the customer service unit

3.         Key Result Areas

a)       Coordination and management of customer service projects

b)      Ensuring customer service improvements in line with current trends

c)       Supervision of customer service representatives

d)      Management of the toll-free centre

e)      Building of strategic alliances with customers

f)        Monitoring and evaluation of customer complaints

g)      Ensuring a high customer satisfaction index

h)      Ascertaining the level of customer satisfaction index

i)        Generation of field visit reports

j)        Completion of order requests received through the website, social media and email

4.         Nature of Decision Making:

a)      Analytical decisions

b)      Operational decisions

D.        Qualification, Knowledge and Skills

5.         Academic Qualifications:

Bachelor’s Degree  in a relevant field

6.         Professional Qualifications (mandatory):

N/A

7.         Other Professional Qualifications:

N/A

8.         Technical Competencies:

a)      Computer literacy                                                                    

b)      Budgeting

9.         Behavioural Competencies:

a)      Leadership skills                                                                      

b)      Communication skills                                                                          

c)       Interpersonal skills                                                                  

d)      Organisational skills                                                                            

e)      Ability to work under pressure             

f)        Negotiation skills

g)      Team building

h)      Problem solving

i)        Conflict management

j)        supervisory skills                                                                                                                                                

10.   Minimum months or years of relevant experience required to be appointed to the position :

Entry Level; or

Three (3) years’ experience in the previous grade.