Branch Customer Service Supervisor
Our Client provides a multi-channel pay-tv and subscriber management services in 49 African countries including; Kenya, Ghana, Uganda, Nigeria, Tanzania, Zambia, Namibia, Botswana and Mozambique. The company promotes the creation, showcasing and building up of local African talent. As an African business the organization has bought both social and economic benefits to the communities in which it operates, in terms of access to information and job opportunities.
Level of Work
National Branch Manager
PURPOSE OF THIS ROLE
To ensure ongoing support to the MultiChoice Kenya customer, in that the supervisor will respond to our customers queries and handle all escalations within the desired SLA’s, in a professional, friendly and appropriate manner, completely adhering to the company’s policy and delivering positive customer service through every interaction.
KEY ACCOUNTABILITIES, MEASURES & CONTACTS
(Products, services, programs and information that the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)
The key accountabilities, interfaces and measures of this role is further elaborated below:
QUALIFICATIONS & EXPERIENCE
The incumbent is required to have the following qualifications and experience level:
SKILLS & ABILITIES
The incumbent should have demonstrated the following competencies:
The incumbent is required to have the following behavioral competencies:
Identify with and understand the problem at hand; develop a clear action plan to address the problem by involving people; systems affected by the same problem; identify the right resources/action points to mitigate the problem. Ensure follow up where necessary until issue resolution.
Provide clear and understandable explanations of insights and ideas. Enhance communication through the use of appropriate gestures and body language. Respond to others with courtesy, tact and effectiveness while maintain confidentiality at all times.
Focuses on meeting the needs of the customer by addressing concerns raised through cases, email and other departments with priority.
The incumbent is required to have the following functional competencies:
Ability to convey information orally to individuals or groups to ensure that they understand the message. Ability to listen and respond appropriately to information from others.
Ability to develop and maintain strong relationships with clients (those who buy goods and services, and for whom formal professional services are rendered) or customers (those who consume goods and services) by listening to the client/customer and understanding and responding to identified needs.
Ability to actively participate as a member of a team to move toward the completion of goals.
Ability to follow instructions through a standard work process. Ability to perform routine tasks Ability to check work for accuracy before completion of tasks.
Ability to differentiate between the different satellite technologies.
The incumbent is required to demonstrate the following personality attributes:
Applicants should submit their CV’s (clearly marked “Branch Supervisor”) on the subject line to: firstname.lastname@example.org. Closing date for the applications is on 10th January 2019