Customer Care Supervisor at PAS Solar Limited

Reports To: Country Manager Or Designee & Logistics & Repair Manager
Support: Regional Area Manager/Logistics & Repair Manager/

General Summary

• As an Inbound and Outbound Contact Center Team Lead you have an opportunity to challenge yourself and help others achieve maximum call metrics performance
• You and your team are the voice of PAS BBOXX brand to our customers as such you are expected to represent our brand, products and services with each interaction you have with a customer or potential customer
• In this role you are expected to ensure that all Customer Care Staff members adhere to the established performance indicators of the department and that customer enthusiasts are created through the promotion of PAS BBOXX’S products and services
• You will lead your team in carrying out outbound contacts to all PAS BBOXX’s customers in accordance with our after-sales debt management processes.

Essential Competencies, Duties and Responsibilities (Including but not limited to)

Functional Success Factors:

• Ability to organize and direct the day-to-day activities related to the operation of the Call Center (Customer Care Team Operations)
• Handled escalation from Customer Care Team and field Hubs to resolve customer concerns and complaints regarding technical issues and provide follow-up interactions with customers to check on level of satisfaction.
• Acts as a source of information to Customer Care Team by answering questions, assigning tasks, follow-ups and gives instructions as necessary.
• You are expected to manage priority issues, complete call logs, maintain and update customer data in CRM.
• Expected to monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies.
• You are expected to carry out performance monitoring, measuring and evaluation of all agents to improve efficiency.
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• Determines work procedures, prepares work schedules and expedites workflow

Managing Customer Service:

• Ability to maintain a high-level customer service culture reinforced by effective customer interaction and follow-ups.
• Effectively executing customer follow-up to encourage adherence to payment plan
• Coordinate with the Retail Supervisor in resolving product recovery process from unpaid clients
• Exceptional knowledge of and adherence to all company policies and procedures.
• Aligns team with activities that will ensure Call Center Performance goals are met.
• Demonstrate strong understanding of product guidelines, utilization and product performance.
• Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.

Managing Operations:

• Coordinate with Retail Sales Supervisor, Retail Area Manager and Shop Manager to compile and update installation data into the database.
• Liaised with field staff to provide technical support to customers and internal stakeholders regarding systems issues like (CU’s and other related technical complaints).
• Effectively provide technical support to Repair and Logistics Manager regarding system Swaps and faulty CUs
• Effectively track pending disabled and pending enable customer CUs in the ERP system and update it as necessary.
• Provide oversight to CC to ensure technicians track and document installations as well as follow up confirmation calls.
• Responsible for updating and tracking customer payment in the system.
• Provide payment support to the mobile money agents and troubleshoot any technical and payment issues.

Key Performance Attributes:

• Excellent verbal communication, listening and phone skills
• Good motivational skills and enthusiasm
• You are a strong problem solver and able to understand and adapt to customers’ needs
• You are a strong communicator with great customer service orientation
• Excellence data entry skills and attention to details
• Strong persuasive and resilience skills (ability to work well under pressure and high stress
• Strong positive attitude
• Strong organization and time management skills.

Qualifications
Experience Required:

• 1+ year minimum experience in Team Management, Call Center, and Team Lead
• Candidate must be fluent in Hausa and English (Written and Oral)

Minimum Education:

• Bachelor's Degree, HND or equivalent work experience preferred
• Working knowledge of computer systems (MS Office, Web understanding)

Physical Requirements:

• Ability to move around the office and Call Center environment
• Ability to operate office computer and other equipment.