Customer Service 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 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.

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.