Offline Customer Service Supervisor at iROKOtv

TEAM MISSION STATEMENT

• To provide excellent customer service by communicating with our customers professionally and respectfully.
• To pay rapt attention to details while investigating and interpreting issues, to aid in quick resolution and escalation
• To convey information clearly, confidently, and politely.

POSITION SUMMARY

We are looking for an analytical and responsible manager with a Customer-First mindset. The Customer Service Supervisor will ensure the success and manage the performance of our Offline Customer Service agents.

DUTIES & RESPONSIBILITIES

• Designing the customer experience--- create, develop and improve our customer handling training, implement SMS campaigns, design retention call strategies
• Building a team--- recruiting, interviewing, and hiring agents for our kiosks across
• Performance management: monitoring and tracking sales, implementing customer care quality control, developing innovative sales strategies for each location
• Coordinating team’s operations--- monitoring agent attendance, scheduling shifts, ensuring all agents have all functioning equipment needed to perform
• Monitoring team’s kiosks--- distributing vouchers, identifying, reporting and escalating issues with equipment, kiosks, or agents
• Tracking team’s performance---- generating quality control and sales reports, performing weekly performance reviews, identifying low-performing agents and recommending course of action, reconciling sales stats and revenue generated (cash deposits)

REQUIREMENTS

• 3 – 5 years of customer service experience (offline sales a plus)
• Analytical problem-solver, excelling at multi-tasking
• Experience managing retail customer service preferred