Service Supervisor at Fadac Resources

Job Summary & Responsibilities

Our client is a Leading player in the electronics and home appliances industry in Nigeria. Specializes in the  distribution and sales of electronic products from major brands. Operates a number of branches that cut across Nigeria’s geopolitical zones. They are in need of a service supervisor.

Job Description

• Manage and respond to all emails and telephone inquiries and made required follow ups.
• Managing the Customer Care Operations and ensure that the staffs are aligned with the company’s vision, mission, values and strategic priorities.
• Managing operation for Walk in customers and in home visits.
• Create road map for vans for the home visits and call center.
• Managing warehouses, spare parts transfers between different locations and oracle transfers.
• Maintained records of all customer contacts and responses.
• Service Tracking and service KPI Performance management
• Do service tracking of all job’s to meet company’s TAT
• Ensured optimal levels of customer service standards and provided support to various stores.
• Administered and gathered customer service compliments, collated it to be submitted to district manager.
• Continuous improvement in our VOC policies and resolution methodologies
• Prepared features for company newsletter and selected service awards.
• Participated on all ecommerce related activities and identified issues.
• Coordinated with various departments and resolved complex service problems.
• Providing daily, weekly and monthly reporting to the management to address areas of concern
• Attend to customer’s queries and complaints via email
• Attend to All replacement cases such as OBF,DNA,LTP,VOC & BER Policy
• Assign Engineers on daily basis for the closure of customer complaints.
• Business strategy plan for expansion of  Service Centre
• Supervising warranty claim uploading on daily basis

Requirements

• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• BS degree in Business Administration or related field
• experience as a customer service manager, retail manager or assistant manager