Job Expired
Customer Service Supervisor
Addis Finder Trading PLC
Business
Marketing Management
Addis Ababa
6 years
1 Position
2024-03-08
to
2024-03-18
Marketing
Marketing Management
Full Time
Share
Job Description
Addis Finder Trading PLC is a privately owned company engaged in Real Estate Property Marketing and Advertisement sales, design consulting, and construction services. We are inviting qualified applicants for the following positions with an exciting working opportunity We offer a collaborative environment, competitive compensation, and the chance to be part of a team that is building dreams, one brick at a time. Explore our open positions and submit your application today!
Ensures day to day operations of customer service teams in call center, reception and
digital correspondence is executed in a professional and effective manner to achieve
higher customer satisfaction and business growth.
Main Duties and Responsibilities:
● Oversee the daily operations of the Customer Service teams, ensuring prompt and efficient handling of customer inquiries, complaints, and requests.
● Monitor team performance metrics, such as response times, first call resolution,
and customer satisfaction scores.
● Lead and motivate the Customer Service team to deliver exceptional service and
achieve performance targets.
● Provide coaching, training, and performance feedback to team members.
● Build strong relationships with customers and act as a point of escalation for
complex issues.
● Ensure timely and accurate resolution of customer concerns.
● Identify opportunities for process improvements to streamline customer service
workflows and enhance efficiency.
● Implement best practices and standard operating procedures.
● Conduct quality assurance checks on customer interactions to ensure adherence
to service standards and company policies.
● Provide constructive feedback and coaching to team members to improve service
quality.
● Gather and analyze customer feedback to identify trends, pain points, and areas
for improvement.
● Use customer insights to drive service enhancements and product development.
● Prepare and present regular reports on customer service performance and key
performance indicators (KPIs) to management.
● Use data-driven insights to make data-informed decisions.
● Collaborate with other teams to address customer needs and concerns.
● Work together on initiatives to improve the overall customer experience.
● Develop and deliver customer service training programs for new and existing
team members.
● Ensure team members are equipped with the necessary skills and knowledge to
provide exceptional service.
Job Requirements
Bachelor's Degree in Marketing, Communications or a related field
● 6 years of customer service experience, of which at least two years in supervisory
or team leader roles.
Competencies and Professional skills required
● Proven track record of leading and motivating customer service teams to achieve
high levels of customer satisfaction.
● Strong understanding of customer service principles and best practices.
● Excellent communication and interpersonal skills.
● Analytical mindset with the ability to analyze data and draw insights to improve
service performance.
● Familiarity with CRM systems and customer service software.
● Demonstrated ability to handle customer escalations and resolve complex issues.
● Strong problem-solving and decision-making skills.
● Leadership qualities with the ability to inspire and develop team members.
Desired Personal Attributes
● Leadership
● Teamwork spirit
● Communication and Interpersonal Skills
● Maturity and Professional Attitude
● Initiative and Motivation
How to Apply
Potential candidates who meet the requirements should apply only online through
THIS LINK Application deadline is 15 consecutive days from the date of this vacancy announcement
Fields Of Study
Marketing
Marketing Management
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