Job Description
About the Company:
We are an expanding wholesale and retail business focused on delivering high-quality mobile accessories, mobile phones, vapes, and related products to both consumers and trade clients. We are committed to providing exceptional customer service, ensuring our customers have a seamless and satisfying experience at every touchpoint. As we grow, we are looking for a dynamic and experienced Customer Services Supervisor to lead our customer support operations.
Job Purpose:
The Customer Services Supervisor will be responsible for overseeing and enhancing the customer service experience across our retail and wholesale operations. This includes managing a small team, handling customer complaints and queries, setting customer service standards, and ensuring a consistent, high-quality experience in-store and online.
Key Responsibilities:
*
* Develop and implement customer service policies and procedures tailored to both retail and wholesale customers.
* Handle escalated customer complaints and complex queries in a professional and timely manner.
* Monitor customer satisfaction through feedback and develop strategies for improvement.
* Train, mentor, and supervise customer service staff, ensuring product knowledge is current and service skills are sharp when business grows.
* Work closely with sales and inventory teams to ensure customer expectations are met.
* Use CRM systems to manage customer data, queries, and support tickets effectively.
* Ensure the store environment is welcoming and that staff adhere to company service standards.
* Monitor online reviews and social media feedback, responding where necessary to maintain a positive brand image.
* Prepare regular reports on service KPIs, customer satisfaction, and team performance for management.
Requirements:
* Proven experience in Customer services and digital marketing
* Strong leadership.
* Excellent communication and interpersonal skills.
* Ability to resolve conflicts and handle complaints effectively.
* Familiarity with POS and CRM systems.
* Basic understanding of mobile phone and vape product categories is a plus.
* Organised, detail-oriented, and able to multitask in a fast-paced environment.
Preferred Qualifications:
* Diploma or degree in Business or a related field.
* Knowledge of product returns/exchange policies and compliance with local regulations.
Benefits:
* Competitive salary and performance-based bonuses
* Staff discount on products
* Opportunities for career progression in a growing business
* Ongoing product and customer service training