Job Title: Retail Care Supervisor
Department: Customer Care
Desired Qualities:
- Proven ability to lead and support a team.
- Strong decision-making skills.
- Excellent communication and interpersonal skills.
- Commitment to providing outstanding customer service.
- Demonstrated ability to inspire and motivate a team towards achieving excellence.
- Ability to analyze complex situations and come up with innovative solutions.
- Flexibility to adapt to changing environments and embrace new challenges.
- A strong focus on customer satisfaction and the ability to build lasting relationships.
- Commitment to improving processes and the ability to manage time effectively.
Key Responsibilities:
- Non-Technical Ticketing Handling:
- Coordinate with internal departments to resolve issues.
- Ensure comprehensive resolution of issues.
- Maintain updated reports of tasks completed.
- Address both technical and non-technical customer issues.
- Apply knowledge of company policies effectively.
- Supporting Front Desk Staff:
- Assist with customer recharges.
- Drive NI sales generation and payment entry.
- Manage follow-up issues.
- Oversee daily tasks and prioritize essential activities.
- Supporting and Monitoring Retail Care Staff:
- Facilitate customer recharges.
- Ensure timely follow-ups on queues and revenue conversion.
- Make informed decisions regarding recharge-related queries.
Personality Traits:
- Empathetic: Understanding and empathizing with customer needs and staff concerns.
- Proactive: Taking initiative and acting in anticipation of future problems, needs, or changes.
- Resilient: Ability to remain calm and resilient in the face of challenges.
- Communicative: Excellent communication skills, both verbal and written.
- Detail-Oriented: Keen attention to detail and the ability to manage multiple tasks simultaneously.
