Customer Service Team Leader (m/f)

Duties

• The purpose of this role is to supervise the entire CSD, PSD or Inland Customer Service Centre operation, implementing appropriate Customer Service Centre standards, measurements, resourcing and training; and maximizing Customer Service Centre efficiencies and controls

Operational Management

• Improve performance and efficiencies through daily monitoring of Customer Service Centre efficiency and activity reports
• Set up and monitor KPI’s for all Customer Service Centre staff
• Ensure procedures and processes are managed and a procedure file is in place and continually updated
• Ensure that morale and direction are established through regular meetings and by instilling appropriate behavioral standards
• Set up and ensure that the Customer Service Centre meets performance targets for speed, efficiency, service, sales and quality
• Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues within area of responsibility
• Maintain up to date knowledge of industry development needs and maintain the involvement of networks
• Monitor random calls to improve quality, minimize errors and track operative performance
• Analyze performance statistics and make decisions on the basis of these statistics
• Organize staffing, including shift patterns and the number of staff required to meet demand
• Improve performance by raising efficiency and sourcing new equipment to enable this
• Actively work within the cross-functional Control Tower structure to maximize service delivery and minimize inefficiencies and cost through the teams servicing the PSD, CSD or Inland network
• Productivity Standard Establishment and Maintenance:
• Ensure Vector protocols, targets and standards within the Customer Service Centre environment are met as per customer service level agreements (SLA’s)
• Monitor and reduce returns by identifying and managing store-specific returns in conjunction with the customer management teams
• Ensure that product recalls, new complaints and logged complaints are actioned within required targeted timeframes and in accordance with accepted standards
• Solve ordering and recall problems through constant liaison with contractual head offices and national hubs and depots
• Ensure 24/7 support to clients nationally including after hours “on-call” and public holiday access and support
• Resolve all escalated customer queries, complaints and assist customers with special requests
• Resolve product quality complaints and queries by logging all quality issues with suppliers and following up with Supply Planning team on supplier infractions and all other stock issues
• Represent the liaison between the store, supplier, Vector and contractual head office.
• Ensure that all targets are properly met within the associated project plan for new business.
• Maintain current and comprehensive product knowledge to be able to actively inform customers and CSA’s of new products and products on promotion.
• Maintain excellent communication and customer service skills in assisting customers with queries effectively and efficiently

Customer Service Centre Cost Management

• Manage the monthly Customer Service Centre expense budget and report on variances (budget)
• Manage/reduce Customer Service Centre errors by constantly managing the weekly and monthly CSC error reports
• Monitor all CSC efficiency reports on a daily basis and make resourcing decisions to facilitate Customer Service Centre management

Team Supervision

• With support from HR and the National CSC Manager, employ staff in vacant and approved posts
• Supervise the activities of the team to ensure productivity targets are met
• Coach and support team members where necessary to achieve individual, Customer Service Centre, Control Tower and strategic objectives
• Manage leave and general time management issues in line with company policy
• Authorize all time sheets and attendance registers daily
• Authorize leave application forms and submit them to the relevant clerk when necessary
• Implement training and development plans for the team as agreed with the National CSC Manager.
• Manage the employee relations climate and ensure corrective action is taken where required in line with relevant legislation and company policy
• Chair or initiate disciplinary hearings as needed according to Vector standards
• Conduct regular performance appraisals with subordinates and ensure that the process is cascaded throughout the team
• Ensure team members are competent in all relevant SOP’s and carry out planned job observations

Knowledge

• Customer Service Centre operations
• Customer Service Centre operating standards, systems, processes, constraints and customer service requirements
• Vector operations
• SAP/telephony systems
• QSR Customer landscape

Requisites

• Minimum of a Diploma in Business Management/Customer Relationship Management, Communications, or equivalent qualification
• 5 years’ experience within a Customer Service Centre operational environment of which a minimum of 2 -3 years must be supervisory experience
• Valid Code EB drivers' license
• Proven experience in a similar environment (i.e. FMCG, JIT, Supply Chain, Logistics)
• Computer literacy (SAP, MS Office and especially proficiency in Excel, Power BI)
• Must have Namibian Permanent Residency / Namibian Citizenship / Work Permit

Notes

• Only shortlisted applicants will be contacted