Job Expired
Customer Service Supervisor
Addis Finder Trading PLC
Business
Marketing Management
Addis Ababa
6 years
1 Position
2025-02-20
to
2025-02-28
monitor customer service
Marketing
Full Time
Share
Job Description
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
Are you passionate about making a difference and eager to be part of an organization that believes in the power of collaboration? If you’re driven by the desire to contribute to a team that values every member's unique talents, we want to hear from you!
Why Join Us?
Collaborative Environment: Our team thrives on mutual respect, open communication, and the exchange of ideas. We believe that every voice matters.
Growth Opportunities: We're committed to your professional development. With us, you'll have access to continuous learning and growth opportunities that will help you reach your full potential.
Impactful Work: Your contributions will directly impact our mission and the communities we serve. You'll be part of something bigger, making a tangible difference.
Let's build a brighter future together. Come, grow with us!
If you believe its you, please apply using THIS LINK
Fields Of Study
Marketing
Skills Required
monitor customer service
Related Jobs
2 days left
ETERA
Social Media Marketing Manager
Social Media Manager
Part Time
0 - 3 yrs
1 Position
Bachelor's Degree in a related field of study with relevant work experience Employment Type: Part Time Duties & Responsibilities: - Developing Social Media Strategies: Creating and implementing plans to increase brand awareness and engagement. - Content Creation & Management: Crafting compelling posts, videos, and graphics tailored to different platforms. - Analytics & Performance Tracking: Monitoring key metrics to assess campaign effectiveness and optimize strategies. - Trend Monitoring: Staying updated on social media trends, tools, and best practices. - Advertising & Promotions: Managing paid campaigns to boost visibility and conversions.
6 days left
Get Ict Solutions Plc (Woye Transport)
Digital Marketing Manager
Digital Marketing Supervisor
Full Time
3 yrs
1 Position
Bachelor's Degree in Marketing, Business Administration, Communications or in a related field of study with relevant work experience Duties & Responsibilities: - Develop and implement a comprehensive digital marketing strategy aligned with the company's business goals. - Manage and grow the company’s online presence (website, social media, email marketing, SEO, paid advertising, etc.). - Create engaging digital content (text, image, and video) for various platforms. - Plan and manage digital marketing campaigns and measure their effectiveness (Google Ads, Facebook Ads, LinkedIn campaigns, etc.). Required Skills: - Strong knowledge of SEO, SEM, email marketing, social media advertising, and web analytics tools. - Hands-on experience with platforms like Google Analytics, Google Ads, Facebook Business Manager, and LinkedIn Ads. - Excellent communication skills in both written and spoken English and Amharic. - Strong project management and organizational skills.
7 days left
Grace Chemicals Material Manufacturing
Market Research and Analysis Expert
Market Researcher
Full Time
5 - 7 yrs
1 Position
Master's or Bachelor's Degree in Market Research, business, Economics, Statistics, Busines Administration, Data Science or in a related field of study with relevant work experience in market research or data analysis, out of which 2-3 years in a leadership or management role Key Responsibilities: - Lead and manage market research initiatives to support business decisions. - Collect and analyze data on industry trends, customer preferences, and competitors. - Translate research findings into actionable business insights. - Collaborate with marketing, sales, and product teams to align research with business goals. - Prepare reports and presentations to communicate insights to stakeholders. Skills & Competencies: - Leadership & Team Management - Research Methodology & Data Analysis - Strategic Thinking & Insight Generation - Communication & Presentation Skills - Project Management & Organization
9 days left
Osaka Steel PLC
Sales Officer (Commision based )
Sales Officer
Full Time
0 - 3 yrs
1 Position
Diploma in a related field of study with relevant work experience in sales is a plus but not required. Duties & Responsibilites: - Identify and engage potential customers for Crown Door products. - Promote and sell our engineered wooden doors. - Build and maintain strong customer relationships. - Report sales activities and customer feedback to the company. Required Skills: - Strong communication and negotiation skills. - Self-motivated and results-driven.
9 days left
Bee Advertising Plc (Red Communications)
Senior Account Executive
Account Manager
Full Time
2 - 4 yrs
1 Position
Bachelor's Degree in any field of study or in a related field of study with relevant work experience Duties & Responsibilites: - Manage and grow a portfolio of high-profile client accounts, serving as the primary point of contact - Develop strategic account plans to drive client satisfaction, retention, and revenue growth. - Identify new business opportunities within existing accounts and through networking and referrals. - Collaborate with internal teams to deliver customized solutions that meet client needs and exceed expectations. - Prepare and present proposals, reports, and strategic plans to clients and senior leadership.
about 9 hours left
Clean Material and Child Health Supplies Manufacturing PLC
Branch Manager
Branch Manager
Full Time
5 yrs
1 Position
Bachelor's Degree in Marketing, Business or in a related field of study with relevant work experience Duties & Responsibilities: - Develop and manage brand identity and positioning - Lead annual brand strategy and marketing plans - Oversee market research and competitor analysis - Collaborate with sales, agents, and creative teams to bring the brand to life