Overview

Call Centre Supervisor
Office Location: Head office-Kinondoni Dar es Salaam
Reporting to: Business Development Manager
Department: Sales

Description of core duties:

• Handling Incoming and Outgoing calls
• Documentation on information
• Reports on Client needs and how they were handled
• Handling Customer complaints
• Seeking customer feedback on the service they receive.
•  Reminding clients on payment dates.
• Gathering info about Market trends e.g. how did the client find out about PCL
• Informing clients and Marketing about the Group's new Products
• Liaising with Head Office and /branches
• Tele-marketing via outgoing calls
• Converting Incoming calls to sales
• Referring clients to our closest branches
• Training on - Customer Care, Telemarketing, discuss on non-work related matters
• Regular meetings to discuss how the dept is working, how customers are being served, any challenges and sharing info.
• Provide reports on the performance of the customer care centre and on market trends
• Giving feedback to Top Management on monthly sales done and assist them In budgeting.
• Reports on social media and Website and company feedback emails.
• Regular Updating the database

Description of minimum knowledge, skill, and competency needed for the job

• At least a Bachelor Degree in Business Administration or Marketing.
• Experience in a call center or customer service environment.
• Knowledge of administration and clerical processes.
• Good data entry and typing skills.
• Listening skills.
• Verbal and written communication skills.
• Problem analyzing and problem-solving. Stress tolerance and reliance. Teamwork.
• Good computer and database skills