Customer Service and Sales Supervisor / Team Leader - Tanzania

Our client is the first cellular network in Tanzania; having started operations in 1994. Our client is Tanzania’s most affordable and innovative mobile phone operator with services to more than 30 million customers in 13 emerging markets in Africa and Latin America.
Our client is looking to fill the following senior positions with ambitious and talented professionals to grow their business further in Tanzania. These positions come with an exceptional benefits package as well as the opportunity to work with one of the fastest growing companies in Tanzania.

Department: Customer Operations

Job Purpose:

Customer Service and Sales Supervisor is a hard working, forward thinking and responsible individual entrusted to successfully run all aspects of the clients owned retail center day-to-day operations to provide market leading customer experience to its patrons. This person must possess the leadership, integrity, knowledge and enthusiasm necessary to supervise and motivate a team of dedicated customer service and sales executives to meet and exceed the clients objectives while maintaining a competitive, fun and progressive work environment.

Duties and Responsibilities:

• Actively living and demonstrating company values, integrity, respect and passion at all times to customers, colleagues and business partners
• Achieve First Contact Resolution greater that 85 percent of all inquiries and complaints received. Measure and report on weekly basis by inquiry and complaint type.
• Achieve Customer Satisfaction rating greater than 85 percent Top 2 boxes. Analyse Top Dissatisfiers and their root cause to publish action plan on weekly basis for permanent resolution to achieve market leading customer satisfaction at CSSC and region level.
• Drive and motivate the customer service and sales executives to achieve the set revenue targets at CSSC and individual levels month-on-month. Submit target performance report and action plan to catch-up for any shortfalls on weekly basis to Line Manager and ensure action plan is well executed to achieve the monthly target without fail.
• Ensure cost is managed within approved budget. Identify and remove wastages and unjustified expenses. Ensure staff productivity is greater than 85 percent. Measure and report cost and productivity on weekly basis to Line Manager.
• Maintain a written record of all staff issues i.e. attendance, staff briefing, disciplinary issues, achievements, customer compliments etc for monthly reviews together with the Line Manager.
• Responsible to schedule staff roster in advance (at least 2 weeks in advance). Responsible to enforce adherence to roster and punctuality by maintaining attendance record (sign-in/out log).
• Responsible to conduct daily pre and post shift briefing to customer service and sales executives, cashier, security guards, cleaners, freelancers etc in the center to get them up to date with required information. To maintain a daily briefing log providing the briefed information, attendees, time/date and remarks for spot check by Line Manager.
• Perform regular testing of products, policies, systems etc knowledge on team members through pop-quiz, written test, mystery shopping etc to ensure they are up to date. The supervisor is required to submit at least 01 written test results for all his/her staffs to Line Manager every month covering product, policies and systems. The written tests will be part of the staffs performance review supporting document.
• Responsible to maintain up to date record (stock in and stock out) of all inventory in the center able to reconcile with Head Office records at any given time such as but not limited to stock, cash, equipment, handsets etc including their condition (in good order, broken etc).
• Responsible to do daily written stock take and reconciliation of all transactions against stock/inventory/cash by individual staff and overall CSSC at the start and end of each working day and submit daily report to Line Manager and Finance Manager.
• Responsible to forecast the stock/float requirement on 07 days rolling basis based on historic demand to ensure minimum 7 days rolling stock availability in the center at any given time. The 7 days rolling forecast sheet must be submitted to Line Manager and Logistics Manager before the start of the 7 days rolling period requesting for stock replenishment just in time.
• Responsible to document all transactions performed in CSSC into business processes and procedures that are signed off by relevant managers to standardize the operations. All transaction must be supported by a signed off business process or procedure at any given time. A file must be maintained by the Supervisor for audit and spot checks at any given time.
• Ensure all customer inquiries and complaints are logged and escalated only through REMEDY trouble ticket system. All escalations must be supported by documented service levels where resolution time must be tracked and reported on weekly basis to Line Manager.
• Supervisor has to seek Line Manager and the Security Manager written approval in advance before handing over duties, CSSC keys, cashier room keys, safe box keys, system access authorization to his or her back-up or staffs under supervision. Supervisor must inform Line Manager of his or her whereabouts if not physically in the CSSC during working hours.
• Supervisor is accountable to put in place and enforce all preventive measures to protect the company, customer and staff under his/her supervision from any fraudlent activities, negligence or threat. Supervisor is responsible to immediately alert the Line Manager and Senior Management of any activities or behaviour that is believed to have compromised the company values, policies, security etc in anyway or form.
• Supervisor is responsible for the excellent working condition of all CSSC equipment, branding, merchandising, cleanliness, staff grooming, staff behaviour, maintenance of wear & tear etc at any given time.
• Submit 7 days rolling Work Plan to Manager and Territory Manager clearly establishing key priorities for the period every Monday and report performance the following Monday.
• Provide weekly constructive feedback to staff on performance issues supported by personal improvement plan and copy provided to Line Manager for any performance related issues. Must formally do monthly and quarterly performance reviews for each staff under his and her supervision clearly identifying areas to pat on the back and areas to improve supported by performance improvement plan.
• Pro-actively identify improvements and opportunities using SWAT analysis that can further improve the way the telecom does business to increase revenues, CSAT and employee satisfaction. This includes willingness to take on special projects as assigned by management from time to time.
• Fully accountable to ensure the CSSC team is always in very high spirits, full of energy, enthusiastic, teamwork, multi task, smile on their face and very customer centric to distinguish the telecom as the only Market Leader in Customer Service experience. The supervisor has to deliver the relevant on the job coaching, short trainings, daily briefings, quality initiatives, recognition and reward programs to achieve this very important objective.
• Responsible to ensure stock is daily accounted for (record stock in/out), labelled and neatly stored for easy reconciliation and audit in the safe box and cashier room at all times.
• Ensure all POSM and related materials are stored neatly and accounted for (stock in/out) on daily basis for easy reconciliation and audit.
• The management can assign any other job to the Supervisor from time-to-time depending on business needs and not limited to the above.

Qualifications:

• Bachelors degree in Business Administration/Accounting/Commerce.
• 3 years and above in a senior Retail Operations role especially in FMCG environment.

Skills and Other Qualifications:

• MS Office skills.
• Relevant Customer
• Writing and Verbal communication skills.
• Numeric skills.
• Relevant Customer services Processes knowledge.
• Organizational skills.
• Management skills.
• Problem solving skills.

How to Apply:

Candidates that DO NOT FOLLOW INSTRUCTIONS WILL BE DISQUALIFIED.

Attach your CV and application letter ONLY; please merge them into ONE file in MS word orPDF format.

DO NOT attach scanned academic papers or documents when applying online.

Apply online and send an email to telecomtzjobs@nftconsult.com

(In the SUBJECT LINE field please indicate the position you are applying for i.e. Customer Service and Sales Supervisor / Team Leader)