Customer Care Representatives Supervisor at CFAO Kenya

Description 

We are looking for a driven, hands-on individual to take up the role of Customer Care Representatives Supervisor. This role will be central to delivering customer care that supports both our sales targets and our customer satisfaction goals.

RESPONSIBILITIES
Sales Turnover:

• Set and monitor sales targets for the Customer Care team, ensuring alignment with overall business goals.
• Support the implementation of commercial campaigns and telesales activities that drive revenue.

Supervision of the Customer Care Team:

• Oversee the daily activities and performance of Customer Care Representatives.
• Ensure efficient communication between internal teams to meet customer needs and resolve inquiries.
• Equip team members with the necessary tools and training to meet performance targets

Customer Care

• Act as a liaison between Key Account Managers, Branch Managers, and customers to effectively resolve complaints and inquiries.
• Identify recurring customer issues within the call center and proactively implement solutions.
• Collect and report on market intelligence to assist in refining customer care strategies.

Client Management

• Ensure Customer Care Representatives adhere to daily call schedules and meet performance expectations.
• Handle client credit suppression requests and collaborate with the Credit Controller to manage accounts.

Invoicing Support:

• Assist the team with invoicing customer orders, ensuring accuracy and timely completion of all related documentation.
• Monitor the invoicing process to ensure compliance with internal processes and customer requirements.

Stock Management

• Liaise with the Warehouse Manager to ensure accurate stock levels and timely deliveries to customers

KEY PERFORMANCE INDICATORS

• Growth in sales
• Higher uptake of bonus promotions
• Order entry accuracy and fill rate
• GDP/regulatory documentation compliance
• Customer satisfaction and complaint resolution turnaround
• Order processing turnaround time (cutoff/same-day compliance)