Showroom Manager at Sheer Logic

The Show Room Manager is responsible for enhancing the Customer Care Department Standards and to ensure consistent delivery of service excellence through quality monitoring practices and implementation of continuous improvement initiatives in the walk in centres.

Responsibilities for the Showroom Manager Jobs in Kenya

• Walk- in Operations Management to enhance customer satisfaction, retention and loyalty

• Develop continuous improvement initiatives for all Walk-in customers and maintain highest service standards

• Conduct real-time monitoring of the Walk-ins and manage the customer contact queue

• Manage service delivery aligned to customer needs and business objectives

• Forecast workload using historical data

• Develop and implement a staff schedule/ roster for the Walk-ins

•  Business and Revenue growth to support Achieve the set Revenue and subscriber targets

• Drive sales in the Walk in centers

• Increase customer base in both prepaid and post paid categories

• Contribute to, monitor and report daily productivity on all revenue generating activities

• Identify flaws in current procedures and/or policies with a view of improvement

• People Management to ensure staff in the showrooms are well empowered, motivated

• Develop and maintain customer representative roles and responsibilities

• Maintain a continuous clear and effective high performance culture and values

• Promote continuous customer centric culture and values thus maintaining high standards of customer service

•  Leadership and Business Management to enhance preservation and optimal use of all company resources.

• Takes operational responsibility for the performance of Walk-in centres staff.

• Jointly plans the operational activities of the Walk-in centres staff under guidance from the Customer Service Manager.

• Promotes and maintains a high quality, professional, service oriented company’s image among users.

• Ensure proper maintainance of all office equipment and facilities

• Risk and control to mitigate company losses

• Reduce instances of fraud in both prepaid and post paid activations

• Minimise leakage of revenue at the shops by enhancing proper controls

• Ensure all staff at the shop are updated on current trends of fraud and how to curb them

• Ensure cashiers bank all the cash collected on each day according to set SLAs and that there are no cash differences

Qualifications for the Showroom Manager Jobs in Kenya

• University Degree (with a business bias or equivalent)

• Excellent, high level knowledge; complete understanding and wide application of technical principles, theories and concepts in the field of expertise and general knowledge of other related disciplines.

• A minimum of 2½ years experience in retail sales and customer service (experience in a telecommunication industry would be an added advantage)

• IT literacy

• Able to operate in a performance driven organization

• Working knowledge of English & Kiswahili( a third language e.g. French, Spanish e.t.c will be an added advantage)

Qualifications for the Showroom Manager Jobs in Kenya

• Natural Customer Service oriented; on delivery of an exceptional service experience

• Strong analytical skills and problem solving skills

• High personal standards and goal oriented

• Excellent interpersonal skills

• High Degree of Integrity

• Capable of working under minimum supervision