Customer Care Representatives Supervisor
Posted:
Company Details
Name:CFAO Kenya
Industry:
Retail
Website:
http://www.cfaokenya.co.ke/
Description:
CFAO has operations in 38 countries in Africa and access to 46 of the 54 markets of the continent, seven French overseas territories, in Denmark, in Portugal, in Italy, in India and in Vietnam. The Group caters to demand for services and equipment, healthcare and consumer goods in Africa and the Fre…
View more
Job Details
Job Type:
Full Time
Workplace Type:
On-site
Qualification:
Diploma
Job Experience:
Mandatory
Job Location:
Nairobi County, Kenya
Closing Date:
Undisclosed
Salary:
KES Unspecified / month
Other Pay:
Benefits
Job Category:
Customer Service
Job Description
Customer Care Representatives Supervisor
About the Role
We are seeking a driven, hands-on individual to serve as our Customer Care Representatives Supervisor. In this role, you will be central to delivering customer care that supports both our sales targets and our customer satisfaction goals. You will lead a team of representatives, ensuring daily operations align with commercial objectives and reporting standards.
Key Responsibilities
Sales Turnover
- Set and monitor sales targets for the Customer Care team, ensuring alignment with overall business goals.
- Support the implementation of commercial campaigns and telesales activities that drive revenue.
Supervision of the Customer Care Team
- Oversee the daily activities and performance of Customer Care Representatives.
- Ensure efficient communication between internal teams to meet customer needs and resolve inquiries.
- Equip team members with the necessary tools and training to achieve performance targets.
Customer Care
- Act as a liaison between Key Account Managers, Branch Managers, and customers to effectively resolve complaints and inquiries.
- Identify recurring customer issues within the call center and proactively implement solutions.
- Collect and report on market intelligence to assist in refining customer care strategies.
Client Management
- Ensure Customer Care Representatives adhere to daily call schedules and meet performance expectations.
- Handle client credit suppression requests and collaborate with the Credit Controller to manage accounts.
Invoicing Support
- Assist the team with invoicing customer orders, ensuring accuracy and timely completion of all related documentation.
- Monitor the invoicing process to ensure compliance with internal processes and customer requirements.
Stock Management
- Liaise with the Warehouse Manager to ensure accurate stock levels and timely deliveries to customers.
Key Performance Indicators
- Growth in sales
- Higher uptake of bonus promotions
- Order entry accuracy and fill rate
- GDP / regulatory documentation compliance
- Customer satisfaction and complaint resolution turnaround
- Order processing turnaround time (cutoff / same‑day compliance)
388 open positions on Semasocial right now
· 7679 open positions in Nairobi County, Kenya
· 29 posted in the last 7 days
Contact Information
CV Job Description Matcher See how well your CV matches this job and get tips to improve your chances AI Tool
This tool helps you see how closely your CV matches a job description. It also gives you simple suggestions on what to improve so you have a better chance of getting shortlisted.
Beware of Fraudsters!
Never pay anyone for job applications, interview tests, or job interviews. A genuine employer will never ask you for payment under any circumstances.
Never pay anyone for job applications, interview tests, or job interviews. A genuine employer will never ask you for payment under any circumstances.
Disclaimer & TOS: We do not guarantee the authenticity of every single job posting and are not responsible for any fraudulent activity or misrepresentation by third parties. We are not involved in any stage of the interview or recruitment process and do not charge any fees from job seekers. For further details, please read the rest of the Terms of Service.