Job Expired

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Branch Supervisor

Multichoice Ethiopia Plc

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Business

Marketing Management

Addis Ababa

3 years - 5 years

1 Position

2023-02-27

to

2023-03-08

Required Skills
Required skills have not yet been specified for this position this job
Fields of study

Marketing

Business

Full Time

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Job Description

  • Implement performance management process and constantly monitor staff performance

  • Develop and implement effective shift rosters

  • Ensure time-keeping principles are strictly adhered

  • Supervise queuing.

  • Monitor customer handling time by agents and ensure the customer handling time not exceeding 5 minutes maximum. 

  • Ensure customers are well received

  • Assist customers with unique query

  • Perform CSRs role whenever necessary

  • Make sure the availability and functionality of working templates, equipment’s and the systems.

  • Monitor accurate entry of customer account information by agents

  • Monitor DBC done by agents

  • Handle customers with complaints. Resolves problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

  • Ensure adjustments are made correctly

  • Prepares reports by collecting and analyzing customer information.

  • Contributes to teams success by accomplishing related results as needed.

  • Ensure customers' service or billing complaints resolved by adjusting bills.

  • Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

  • Refer unresolved customer grievances to designated departments for further investigation.

  • Ensure fulfillment of all work requirements while serving customers. Signing of agreements for new activation, completion of working formats and entering data into the software.

  • Ensuring availability of current exchange rate information and make sure correct information provided to customers with queries.

  • Supervise applicable and available tools such as additional databases and software completed by agents

  • Supervise shift reconciliation and cash handover to the finance department daily

  • Provide administrative support to assist Operations and other staff in the completion of their duties and responsibilities; provide training and direction to CSR/ as needed.

  • Produce daily and monthly Front counter reports;

  • Monitored workloads, trends, patterns and peaks within the CSRs and take appropriate action to ensure maximum performance;

  • Implement and maintain Quality Assurance standards

  • Ensure staff dress in a presentable and proper manner

  • Resolve decoder and smartcard shipping issues??

  • Ensure administrative duties are up to date, faxes and emails are addressed on the same business day received and all paperwork are filed correctly;

  • Ensure the office area is always clean and presentable

  • Prepare, review and verify a variety of Front counter documents and forms

  • Provide timely, accurate and thorough Customer Service Representatives performance review and report to Operation Manager.

  • Identify opportunities for Customer Service Representatives to upgrade and improve their skill by arranging training, review and implement improvement.

  • Assist in research, develop, administer and monitor new projects and activities with Operation ear Head Head.

  • Escalate problems as appropriate

  • Interprets and communicates work procedures and company policies to staff.

  • Helps workers in resolving problems and completing work

  • Reviews and checks work of CSRs such as reports, records, and applications for accuracy and content and correct errors.

Job Requirements

  • Marketing degree or related business fields

  • Understanding of local markets  nuances and cultural diversity

  • Minimum 3-5  years working experience  within the marketing field

  • Product and service

  • Organizational understanding

  • Pay TV industry

  • Mathematical and technical knowledge

  • Branch operational activities a must

  • Customer service experience– a must 

How to Apply

Register using THIS LINK

Only Shortlisted applicants will be contacted.

Fields Of Study

Marketing

Business

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