شركة الوطنية موبايل/Service Centre Supervisor

الوصف الوظيفي

Service Centre Supervisor-Ramallah Vacancy

ملاحظة: للتقدم لهذه الوظيفة يرجى زيارة موقع الشركة والتقدم مباشرة من خلال موقعهم فقط على الرابط التالي
www.wataniya.ps/en/career_preview.php

Title: Service Centre Supervisor-Ramallah

Department: Customer Care

Employment Status: Full Time

Employment Type: Permanent

Location: Ramallah

No of Positions: 1

Responsibilities:

Ensuring that each customer receives outstanding service by the Customer Care Representatives “CCRs”.
Supervising CCRs interactions with the customers and employees to ensure compliance to the processes, procedures and policies defined.
Assisting the CCRs to provide appropriate solutions and answers to the customers’ questions and/or problems.
Assuring that the CCRs take all the opportunities to promote our products & services (initial sales and « up selling »).
Evaluating CCRs’ performance as per defined quality performance criteria’s.
Maintaining a high level of motivation in the team.
Proposing and participating into the development and improvements of the existing processes, policies and procedures.
Producing and participating in the analysis of daily, weekly and monthly activity reports.
Organizing regular service centre staff meetings and identify opportunities and develop new strategies to optimize the team’s performance and the service level in general.
Alerting the direction of Customer Care in case of problems or decrease of the service level. Recommend and implement appropriate solutions.
Recommending the necessary trainings and assure a post-training follow-up of the CCRs.
Assuring a continuous dialogue with other departments especially Contact Centre and Marketing Department in order to always be kept informed of the new products and service, strategies, policies, and other information.
Planning the duties and shifts with accordance to the customer traffic and ensuring the staff report to work promptly and complete their duty hours.
Having strong knowledge of tools & equipments provided, and to ensure correct entries and transactions are executed by the CCRs.
Ensuring proper reconciliation and reporting of daily revenue and cash management.
Maintaining the equipments and inventory.
Upholding the appearance of a clean environment and, moreover, with the assistance from Marketing Department, implementing innovative ways to attract and gain customer attention to the service centre and Wataniya products and services.
Ensuring the security and safety of the staff and assets preventing accidents, hazards or theft.
Ensuring that the team respects the corporate policies on confidentiality.
Reporting to the Regional Manager on daily activities and in other matters.
Performing any task (related to job/ work) assigned by the Regional Manager.
Be involved in hiring, training, and retaining competent staff.

Requirements:

3 to 5 years of experience in managing, ideally in a service centre environment.
Frontline customer handling skills.
Cash Management.
Inventory Management.
Time Management skills.
Team spirited.
Motivator, dynamic and very good communicator.
Strong sense of initiative.
Good analytical skills.
Bachelor degree in related filed or equivalent education/experience.
Computer literacy knowledge (Microsoft).
Arabic and English (oral and written).