Customer Care Supervisor/Manager

Published by Jobstanzania on 7:48:00 pm

Our client Smile Communications Ltd is bringing about an internet revolution with the introduction of its 4G LTE super fast, high quality and reliable internet access services. Smile is looking for a number of highly experienced, talented and committed individuals to join their team. Smile is an equal opportunity employer.

Reports to: Head of Sales & Distribution

Job Summary:
Daily running and supervision of the Call Centre through effective use of resources. Overall accountability for meeting agreed Smile Call Centre SLAs.

Duties and responsibilities:
  • Supervision and daily running of the call centre to ensure interruptions to the business are minimised.
  • Ensuring compliance to agreed Smile Call Centre SLAs, UCC requirements and other applicable requirements.
  • Supervising and co-ordinating the activities of the call centre team to ensure quality service, minimise errors and improve performance.
  • Organising the call centre staff including shift patters, leave and staff requirements.
  • Review staff performance, identify training needs and co-ordinate training in liaison with the Head: Talent.
  • Escalation and follow up on customer issues to ensure they are  promptly addressed and that compliant resolution is within the agreed SLAs.
  • Participation in sales and other staff meetings as may be required from time to time and ensure team participation in both internal and external Smile events.
  • Take accountability for the generation of accurate reports  daily, weekly or as may be required from time to time.
  • Building effective relationships with customers both internal and external and carry out internal activities as part of the support team.
  • Providing any other ad hoc duties assigned to you from time to time by the Territory Sales Manager or any other person appointed by the Company for this purpose.
Key Performance Indicators:
As the Customer Care Supervisor, your overall accountability will be for the team performance in regards to:
  • Responsiveness and Efficiency - Meeting or exceeding Smile Call Centre KPAs.
  • Quality of Service and Relationship Management  - Customer feedback.
  • Accuracy and completeness of Call centre Reporting.
  • Team work.
  • Personal Development.
Job Requirements:
Education and experience
  • Degree or diploma from recognised institution of higher learning.
  • Customer care experience – at least 2 - 3 years.
  • Some technical experience/ background. Experience from a data services or other technical background will be of added advantage.
Skills and competencies:
  • A good understanding of Smile’s data products and services.
  • Good written and verbal communication skills.
  • Customer focus and strong desire/ commitment to exceptional customer service.
  • Good team player with a flexible approach and willing to work different shifts including, night shift.
  • Some analytical and report writing skills.
  • Good time management, responsible and can work with minimal supervision.
  • Highly accurate with excellent attention to detail.
  • Supervisory skills, ability to prioritise and manage workloads appropriately.
  • A good working knowledge of MS office packages and email generally.
How to Apply:
Please follow the instructions as stated below as failure to do so could lead to disqualification.
1. Send an Application letter and CV/Resume.
2. Merge these two documents into one document in either word or pdf format.
3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.
4. Include the job title and/or reference number in the subject line of the email address   and send your application by email to
5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly.

Apply before: 08 Mar, 2013



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