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.
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.
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.
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.
Proven experience in Customer services and digital marketing
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.
Diploma or degree in Business or a related field.
Knowledge of product returns/exchange policies and compliance with local regulations.
Competitive salary and performance-based bonuses
Staff discount on products
Opportunities for career progression in a growing business
Ongoing product and customer service training