Vacancies at Bridge Talent Management

Job Summary

We are seeking a Customer Service Lead to serve as the backbone of exceptional service delivery bridging the gap between frontline staff and senior management. This role is responsible for overseeing the daily operations of our customer service teams while ensuring consistent, top-tier customer support.

Key Responsibilities

• Collaborate with the Customer Service Team to achieve defined business objectives.
• Manage the customer service function as a benchmark of excellence across the organization.
• Drive retention KPIs, including customer loyalty, subscription revenue, and churn prevention.
• Manage customer accounts to ensure satisfaction, conversion of new product demand, and prevention of downgrades.
• Monitor customer profiles and market dynamics to proactively meet and exceed customer needs.
• Analyse lifecycle trends, competitor activities, and market forces to recommend effective customer retention strategies.
• Oversee the Contact Centre to deliver seamless, one-stop client support.
• Provide effective aftersales support (0–3 months post-activation) to maximize CSAT, CES, and NPS KPIs.
• Track and resolve customer complaints, requests, and inquiries in a timely manner while providing management feedback on recurring issues.
• Ensure compliance with company policies, procedures, and ICT regulations to achieve operational excellence and satisfactory audit ratings.
• Contribute to product development through continuous customer feedback.
• Promote knowledge-sharing, best practices, and team development to enhance service delivery.

Requirements

Qualifications & Experience

• Diploma in Business Administration, Management, or a related discipline.
• Proficiency in Microsoft Office Applications.
• Minimum of 3 years’ experience in a similar role within a busy work environment.
• Experience in handling technical support for internal systems and customer devices.
• Strong background in analyzing reports and technical procedures.

Key Skills & Competencies

• Strong interpersonal, communication (written & verbal), and customer-facing skills.
• Excellent organizational skills with great attention to detail.
• Ability to manage multiple priorities and perform well under pressure.
• Flexible, adaptable, and willing to learn.
• Strong work ethics, professionalism, and ability to work independently or as part of a team.
• Ability to manage stressful conditions and maintain composure.

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Job Summary 
We are seeking an experienced and results-driven Showroom Branch Manager to oversee the daily operations and performance of one of our retail branches. The role is responsible for ensuring sales growth and profitability, excellent customer experience, staff management and training, stock control, showroom merchandising, compliance with company policies, and overall administration of the branch.

This position requires a strong leader who thrives in a fast-paced retail environment, is highly organized, and has a proven track record of achieving results through effective team management and operational excellence.

Key Responsibilities

Sales & Profitability

• Achieve branch and individual staff sales targets consistently.
• Monitor sales activities including customer enquiries, quotations, and returns.
• Control branch costs and optimize resources utilization.
• Identify cost-saving measures and report on losses, damages, or variances.
• People Management & Leadership
• Supervise and guide staff to deliver high performance.
• Manage attendance, staff schedules, leave, and overtime.
• Conduct probation, appraisal, and performance evaluations.
•  Identify training needs and liaise with HR for capacity building.
• Coach staff on upselling, cross-selling, and customer engagement.
• Maintain staff motivation, grooming, and readiness with tools of trade.
• Resolve conflicts and foster a professional and respectful workplace.

Showroom Management & Merchandising

• Ensure the showroom is fully stocked, attractively displayed, and aligned with merchandising standards.
• Conduct floor walks to check arrangements, stock-outs, and damages.
• Propose new display ideas and product requisitions based on trends.
• Rotate slow-moving items back to the warehouse to create space for fast-moving stock.

Compliance & Administration

• Ensure compliance with SOPs in sales, stock handling, and deliveries.
• Oversee cashier operations, invoicing, and end-of-day reconciliations.
• Ensure daily banking is done with no variances or mishandling.
• Monitor facility repairs, maintenance, permits, and licenses
• Enforce HR and company policies within the branch.
• Submit accurate and timely weekly, monthly, and quarterly report

Stock Management & Pricing

• Conduct monthly stock takes and reconcile variances.
• Ensure correct product labeling, pricing, and availability
• Monitor stock levels and requisition replenishment on time.

Customer Experience

• Maintain high standards of customer service excellence.
• Handle customer complaints and feedback promptly.
•  Ensure timely delivery of goods and services.
• Develop initiatives to enhance customer experience and share best practices across branches.

Reporting

•  Prepare and submit timely reports including sales performance, stock-outs, footfall, debtors, damaged/slow-moving items, and customer database updates.
• Share daily meeting minutes and sales notes with management.
• Ensure all reports are accurate, submitted before deadlines, and shared with the relevant stakeholders (CEO/COO, Marketing, Procurement, etc.).
• Perform any other duties as may be required from time to time.

Requirements

• Bachelor’s Degree in Business, Management, or related field
• At least 3–5 years’ experience managing a team in a retail environment.
• Minimum 2 years in a supervisory or assistant branch manager role.
• Proven ability to meet and exceed sales and profitability targets.
• Strong skills in stock control, merchandising, and branch operations.
• Proficient in MS Office (Word, Excel, PowerPoint).

Skills & Competencies

• Strong leadership and people management skills.
• Excellent oral and written communication.
• Highly analytical with strong problem-solving ability.
• Decisive, organized, and detail-oriented.
• Ability to work under pressure and manage multiple priorities.
• Strong interpersonal skills and a customer-first mindset.

Behavioral Competencies

• Strategic/Big Picture Thinking
• Effective Delegation
• Creativity & Initiative
• Customer Focus
• Integrity and Professionalis