QaranJobs.com – somali jobs – somalijobs – qaranjobs – Qaran Jobs Somali Jobs
BURN
Customer Service Shift Team leader – Mogadishu, Somalia
BURN is looking for an exceptional and efficient Customer Service Shift Team lead to fill the role. The successful candidate must have experience in customer-facing tasks such as customer care, direct sales, and client relationship management. You will be providing direct supervision to customer service representatives at a shift.
Workdays: Saturday -Thursday Rest days: Friday
Shift Plan: The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager.
Duties and Responsibilities:
Team Leadership:
- Provide on-the-floor support to customer service representatives.
- Generate daily teams’ reports and work schedules.
- Assign daily tasks and activities as directed by the aftersales manager.
- Lead the customer care team in special projects and audits.
- Organizing shift schedules for team members
- Monitors operations to ensure adherence to service level standards and department policies and procedures.
- Assist in monitoring the daily inbound/outbound call queues to ensure an optimal workflow and service experience.
- Any other admin and supervisory duties as assigned by the line manager.
Attend to Customer Service Cases using an SMS-based platform and/or customer care phone line:
- Ensure customers are helped to register products.
- Ensure warranty returns and repairs are addressed in line with aftersales SOP.
- Ensure customer queries are directed to the right channel and managed.
- Lead customer care team in delivering world-class product support and addressing any confusion with use.
Maintain Customer Database & SMS platform.
- Conduct random data checks on EM /CRM and organization/cleaning.
- Conduct basic analysis of customer care statistics and create simple reports.
- Translate or update messaging and responses on Echo Mobile
- Assist in setting up and modifying automated messaging of the SMS platform.
Support & System Improvements
- Support other departments regarding customer info and service.
- Identify areas for improvement and bring issues to the team’s attention as well as help to follow through with solution implementation.
- Help set up new functionality in the SMS platform.
BURN Ambassador
- Always maintain integrity and be a positive ambassador for BURN
- Strive for continuous improvement in the services that we offer our customers.
- Maintain an open and receptive attitude when receiving feedback and suggestions.
Skills and Experience:
- Excellent verbal communication and interpersonal skills
- Highly organized, punctual, and professional
- Proactive attitude and takes the initiative to problem solve.
- Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
- Working knowledge & experience in using Ms. Excel for data analysis and reporting.
- At least 2 years of direct experience in Team leadership or supervision in a busy Call center.
- Knowledge of BURN products
How to apply
Qualified Female Candidates encouraged to Apply
BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
QaranJobs.com
………………………………………………………………………………………
PLEASE JOIN US – QARAN JOBS
Follow us on our Social Media:
Telegram: https://t.me/qaran_jobs
Facebook Page: https://www.facebook.com/QaranJobs.so
Facebook Group 1: https://www.facebook.com/groups/somaliajobs
Facebook Group 2: https://www.facebook.com/groups/qaranjobs
Linkedin: https://so.linkedin.com/company/qaranjobs
Twitter: https://twitter.com/qaran_jobs
Instagram: https://www.instagram.com/qaranjobs
Application: https://play.google.com/store/apps/details?id=com.qaran.jobs