Call Centre Supervisor at Isuzu East Africa (Isuzu EA)

Roles & Responsibilities

• Manage customer calls and engage customers on multiple channels.
• Identify and assess customers’ needs to achieve satisfaction.
• Provide product and service information to customers.
• Generate sales leads on multiple channels.
• Route calls to appropriate support resources.
• Supervise the call centre agents attached to Isuzu EA.
• Communicate as per the company’s communication procedures, guidelines and policies.
• Recognize, document, and track trends in customer calls.
• Carry out post sales and service satisfaction follow-up (PSFU) to Isuzu EA customers
• Conduct annual mystery shopping surveys.

Minimum Requirements

• Bachelor’s degree.
• Five years’ experience in customer support.
• Familiarity with CRM system, social media and website practices.
• Customer focused, excellent communication & presentation skills, problem solving, strong telephone handling and listening skills.
• Experience in the automotive industry will be an added advantage.