Customer Service Supervisor - (Motor Industry)

Job Description

Roles and Responsibilities:

To Supervise a Team consisting of CSC / Fleet consultants. (Nissan, Datsun and Infiniti).
To remain abreast of the latest Nissan, Datsun and Infiniti products, launches, campaigns, etc. at all times.
To ensure that all your agents follow process and procedure;
To maintain a high level of telephone etiquette at all times on the floor.
To ensure that Quality in the Centre is at high standard i.e. call and data capturing quality.
To Quality assess consultants calls as well as cases etc. on a regular basis and provide coaching and feedback to staff.
Ensure that all cases as well as follow up with dealers/customers and all other involved parties are done on a daily basis
To provide feedback to dealers/customers on all correspondence received and, where relevant, to correspond in writing to customers on decisions taken.
To advise staff on difficult cases and to act as the first point of escalation.
Render support and give advice to Consultants.
To maintain regular internal communications with dealers and internal departments;
To ensure that all reports (daily, weekly and monthly) are sent on time with no data errors or comebacks to the business. No deviation.
Month end reports have to be sent by the 5th working day of the month. Weekly reports to be sent before 09h00, 12h00 and before close of business pertaining to the particular report.
To ensure customer satisfaction at all times, as far as possible, relating to all Brands.
Liaise with the relevant specialists in situations where specialized information is required in order to assist customers.
To constantly come up with improvements that can be made to the current system and processes.
To streamline processes and procedures.
To ensure the timeous resolution of complaint and query management.
To maintain a Call Quality of (95%) and Data Capturing Quality of (95%) throughout the part of the Centre which you are responsible for.
To maintain a productivity level of 95% and 150 contacts per day per agent.
To plan and prioritize your daily tasks in order to deliver optimal performance on your part as well as from your Team.
To adhere to all Company and client policies, procedures and processes.
To provide an outsourcing service to the client.
To assist with any ad hoc duties as requested by your Manager.
To know the disciplinary process and to take action according to the disciplinary code.
To attend interviews with the Department Manager, provide feedback and input during the process.
To setup meetings with your Team on a weekly/monthly basis in order to touch base and also to motivate your Team members. Goals and targets to be discussed with Team, minutes of this meetings should be kept and sent to the Manager after each meeting.
To enter into a Mentorship Program with at least 1 member of your Team every 12 months in order to up skill that person.
Multiskilling your agents in order to be able to function in all parts of the Centre.
To assist your Team members with setting up goals and targets in order to push them to reach their full capabilities
To arrange and assist with the training, and call (CQA) and case (CME) management of new and current staff.
To advise staff on difficult cases and to act as the first point of escalation.