Customer Care Supervisor – Call Centre Watu

Role Summary; Customer Care Supervisor role entails supervising, guiding and training customer care teams in resolving different customer queries/challenges as they emerge in a timely and professional manner.

Key Duties and Responsibilities;

• Representing Watu Credit Ltd and implementing the Company’s Customer Care plan within the assigned mandate.
• Train, coach, and mentor call center officers on work procedures including but not limited call quality standards, product knowledge, processes and how to address customer questions and complaints
• Resolve escalated complaints and queries, and follow up on pending issues with other departments raised from the Call center representatives.
• Monitor performance of the call center officers against set targets for key metrics and identify and implement approaches to continuously improve efficiency, productivity, and customer experience
• Answer call center officers’ questions, guide them through difficult calls or issues
• Provide support during escalation and take over difficult customer calls when needed
• Assist with induction training for the new customer care recruits.
• Devise creative ways to keep the call center officers motivated
• Arrange weekly schedules and plans, monitor team’s attendance/performance on spot checks.
• Conduct performance reviews/appraisals for the customer care representatives
• Identify training needs and ensure team members obtain the appropriate training and support
• Generate and share detailed weekly/monthly reports about the team’s performance with the manager
• Make follow-up calls to customers who have questions or concerns related to their acquisition experience or product use and when problems arise on customer accounts
• Resolving product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
• Identifying customer needs, researching, and analyzing market trends, pricing schedules, competitor products, and other relevant information
• Understand and strive the Call center team to meet or exceed Call Center metrics while providing excellent and consistent customer service
• Take part in training the Customer care and other learning opportunities to expand their knowledge of the company and position
• Provide feedback on the efficiency of the customer service process to the call center team and the company
• Fulfill any other tasks given or approved by management that is work-related and aimed towards company’s goals and targets

MINIMUM JOB REQUIREMENTS

• The Ideal candidate Must be a holder of a Bachelor’s degree/ Diploma in any related field with knowledge and relevant work experience of not less than five (5) years working experience in the call centre or Customer related role
• Excellent communication and interpersonal skills.
• Leadership and analytical skills.
• Strong organizational and multitasking abilities.
• Proficiency in computer applications and software for data entry and scheduling.
• Ability to handle inquiries and concerns with patience and professionalism.
• Attention to detail and a commitment to accuracy.
• Problem-solving skills and a proactive approach to customer service.
• Team player with a customer-centric mindset.
• Multitasking and time-management skills, with the ability to prioritize tasks.
• Superior written and verbal communication skills
• Well-developed computer skills, including proven ability to use google sheets and company systems
• Reporting skills and deadline-driven