Customer Care/ Sales Supervisor at Hotpoint Appliances Ltd

Hotpoint Appliances Limited has an exciting career opportunity in the Retail Department. We are seeking for talented, dynamic, self-driven and results oriented individual who is committed to excellent performance and participating in our growth strategy.

Job Title: Customer Care /Sales Supervisor

Reports to: Sales Manager/Administrative Manager

Department: Retail

Location: Mombasa

Job Purpose

• To promptly respond to retail customer’s inquiries, handle complaints, troubleshoot problems, provide information, maintain client compliant database.
• Ensure presence on the shop floor and manage the sales staff.

Job Responsibility and Accountability

• Manage and resolve problems by clarifying issues, exploring answers & alternative solutions, implementing solutions and escalating unresolved problems.
• Answer all retail related phone calls and direct them to concerned individuals for action.
• Ensure sales staff are completing feedback forms; Customer Feedback at SCR is updated on the Report and analyzed and full information especially for negative comments is collected from the same Staff.
• Ensure monthly customer report is sent to management for analysis and further input/action.
• Maintain a retail customer database and update customer information on the system.
• Maintain a customer complaint register and ensure all details are correctly captured and reported.
• Ensure customers are called daily when delivery has been done, obtain feedback information; update the report and also action the negative feedback where required, send monthly reports to management for analysis and further input/action.
• Carry out customer call survey and document in the system (Salesforce and Orion).
• Responsible for Showroom display management, ensure full display of stock items; pop in place; price tags in place and enough stocks available in accordance to procedure for direct sales and stock management.
• Provide customers with our product information.
• Document all call information according to HAL standard operating procedures and generate reports.
• Repairs – Ensure 3rd Party suppliers repairs for customers is processed in accordance to procedures, records are updated and clients are notified.
• Process all customer orders on behalf of sales staff.
• Manage the Customer Care Email address and respond to all queries.
• Send quotations to customers and follow up on the same.
• Act as a reliever for the Cashier whilst absent or on leave.
• Assist clients in the showroom and ensure sales are achieved as per target.
• Ensure Sales staff and Helpers management and discipline is maintained at all times.
• Assist the Transport Co-coordinator to order stocks from the warehouse as per the daily requirement for deliveries and displays.
• Assist the Transport Co-coordinator with the correspondence on emails and also contacting clients updating them on their deliveries and most importantly contacting them if they are being delayed.
• Receipt all the money received from invoices.
• Print out all invoices.

Qualification

A Minimum qualification of a Diploma in Sales & Marketing, Public relations or Customer service or any business course is required.

Experience

• At least 2 years’ experience in sales or marketing, customer care representative from a service industry back ground.
• Excellent personal presentation and telephone etiquette.
• Speaks and writes excellent English.
• Proficient in relevant computer applications.

Key Skills:

• Excellent people /customer service skills.
• Excellent Report writing skills.
• Excellent interpersonal skills.
• Excellent communication skills both verbal and written.
• Good problem analysis and solving skills.
• Good listening skills.
• Computer skills.
• Good organizational skills.