شركة الوطنية موبايل/Service Centre Supervisor

الوصف الوظيفي
Service Centre Supervisor-Bethlehem  Vacancy
ملاحظة: للتقدم لهذه الوظيفة يرجى زيارة موقع الشركة والتقدم مباشرة من خلال موقعهم فقط على الرابط التالي
www.wataniya.ps/en/career_preview.php

Title: Service Centre Supervisor-Bethlehem
Department: Customer Care
Employment Status: Full Time
Employment Type: Permanent
Location: Bethlehem
No of Positions: 1
Responsibilities:
  • Ensuring that each customer receives outstanding service by the Customer Care Representatives “CCRs”.
  • Supervising CCRs interactions with the customers and employees to ensure compliance to the processes, procedures and policies defined.
  • Assisting the CCRs to provide appropriate solutions and answers to the customers’ questions and/or problems.
  • Assuring that the CCRs take all the opportunities to promote our products & services (initial sales and  « up selling »).
  • Evaluating CCRs’ performance as per defined quality performance criteria’s.
  • Maintaining a high level of motivation in the team.
  • Proposing and participating into the development and improvements of the existing processes, policies and procedures.
  • Producing and participating in the analysis of daily, weekly and monthly activity reports.
  • Organizing regular service centre staff meetings and identify opportunities and develop new strategies to optimize the team’s performance and the service level in general.
  • Alerting the direction of Customer Care in case of problems or decrease of the service level. Recommend and implement appropriate solutions.
  • Recommending the necessary trainings and assure a post-training follow-up of the CCRs.
  • Assuring a continuous dialogue with other departments especially Contact Centre and Marketing Department in order to always be kept informed of the new products and service, strategies, policies, and other information.
  • Planning the duties and shifts with accordance to the customer traffic and ensuring the staff report to work promptly and complete their duty hours.
  • Having strong knowledge of tools & equipments provided, and to ensure correct entries and transactions are executed by the CCRs.
  • Ensuring proper reconciliation and reporting of daily revenue and cash management.
  • Maintaining the equipments and inventory.
  • Upholding the appearance of a clean environment and, moreover, with the assistance from Marketing Department, implementing innovative ways to attract and gain customer attention to the service centre and Wataniya products and services.
  • Ensuring the security and safety of the staff and assets preventing accidents, hazards or theft.
  • Ensuring that the team respects the corporate policies on confidentiality.
  • Reporting to the Regional Manager on daily activities and in other matters.
  • Performing any task (related to job/ work) assigned by the Regional Manager.
  • Be involved in hiring, training, and retaining competent staff.
Requirements:
  • 3 to 5 years of experience in managing, ideally in a service centre environment.
  • Frontline customer handling skills.
  • Cash Management.
  • Inventory Management.
  • Time Management skills.
  • Team spirited.
  • Motivator, dynamic and very good communicator.
  • Strong sense of initiative.
  • Good analytical skills.
  • Bachelor degree in related filed or equivalent education/experience.
  • Computer literacy knowledge (Microsoft).
  • Arabic and English (oral and written).
متطلبات الوظيفة
تفاصيل الوظيفة
المسمى الوظيفي شركة الوطنية موبايل/Service Centre Supervisor
آخر موعد للتقديم 18 - Apr - 2009
المكان بيت لحم
نوع الوظيفة دوام كامل
المستوى المهني متوسط الخبرة
الدرجة العلمية البكالوريوس
الخبرة No Experience
آلية التقديم
نصيحة من جوبس لحمايتك : عند التقدم لاية وظيفة عن طريق الانترنت، لا تقم بإعطاء معلومات بطاقة الأعتماد او أية معلومات بنكية / مالية لصاحب عمل.