Customer Services Supervisor – Call Centre

Reports to:

Customer Relations/Services Manager

Supervises:

Customer Services Representatives 

MAIN DUTIES AND RESPONSIBILITIES: 

• Manages the Customer Call Centre ensuring that all customer contact is received, recorded and responded to in an efficient and courteous manner. 
• Ensures that customer service issues/complaints are recorded and resolved by the appropriate customer service or operations personnel. 
• Follows up with Operations and Customer Services personnel about overdue customer complaints/requests. 
• Supervises trains and evaluates the performance of subordinate staff. 
• Generates interim reports weekly to inform the Customer Services Manager of overdue/unresolved complaints/requests.
• Responds to requests and reports coming out of the PUC.
• Prepares and submits Management information and reports as directed. 
• To ensure that daily checks are done with the Customer services Representatives to ensure the necessary reports are prepared and signed off at the end of each day 
• Perform other related duties and responsibilities consistent with the level and purpose of the post. 

Qualifications and experience 

• A Diploma in Social Science plus (5) years’ experience in a customer service position 
• Excellent oral and written skills 
• Excellent customer relations skills