Overview
Customer Care Representatives Supervisor M/F Jobs in Nairobi, Nairobi County, Kenya at CFAO
Title: Customer Care Representatives Supervisor M/F
Company: CFAO
Location: Nairobi, Nairobi County, Kenya
We are looking for a driven, hands-on individual to take up the role of Customer Care Representatives Supervisor. This role will be central to delivering customer care that supports both our sales targets and our customer satisfaction goals.
With a revenue of over €_8.3 billion, access to 45 of the 54 countries on the continent, and near to 23,100 employees, we are a key player in mobility, infrastructure and energy, healthcare and, consumer goods,.
The Group partners with leading international brands and covers the entire value chain – imports, production and distribution- in line with the best international standards, drawing on over 170 years of hands-on knowledge and local expertise.
We pursue a twofold strategy, focusing on manufacturing to promote local production, and distribution through its distribution network, Africa's largest, to offer tailored, affordable products and services to people across the continent.
With Africa For Africa
More information: www.cfaogroup.com
RESPONSIBILITIES
Sales Turnover:
Set and monitor sales targets for the Customer Care team, ensuring alignment with overall business goals.
Support the implementation of commercial campaigns and telesales activities that drive revenue.
Supervision of the Customer Care Team:
Oversee the daily activities and performance of Customer Care Representatives.
Ensure efficient communication between internal teams to meet customer needs and resolve inquiries.
Equip team members with the necessary tools and training to meet performance targets
Customer Care
Act as a liaison between Key Account Managers, Branch Managers, and customers to effectively resolve complaints and inquiries.
Identify recurring customer issues within the call center and proactively implement solutions.
Collect and report on market intelligence to assist in refining customer care strategies.
Client Management
Ensure Customer Care Representatives adhere to daily call schedules and meet performance expectations.
Handle client credit suppression requests and collaborate with the Credit Controller to manage accounts.
Invoicing Support:
Assist the team with invoicing customer orders, ensuring accuracy and timely completion of all related documentation.
Monitor the invoicing process to ensure compliance with internal processes and customer requirements.
Stock Management
Liaise with the Warehouse Manager to ensure accurate stock levels and timely deliveries to customers
KEY PERFORMANCE INDICATORS
Growth in sales
Higher uptake of bonus promotions
Order entry accuracy and fill rate
GDP/regulatory documentation compliance
Customer satisfaction and complaint resolution turnaround
Order processing turnaround time (cutoff/same-day compliance)
THE PERSON
Brings energy and drive, and thrives when things move quickly
Balances team support with holding people accountable
Willing to question and improve existing ways of working
Shows strong ownership, adaptability, and follow-through
Communicates clearly and builds rapport easily
Works well independently and forms lasting relationships with clients
Desired Skills and Experience
THE PERSON
Brings energy and drive, and thrives when things move quickly
Balances team support with holding people accountable
Willing to question and improve existing ways of working
Shows strong ownership, adaptability, and follow-through
Communicates clearly and builds rapport easily
Works well independently and forms lasting relationships with clients
QUALIFICATIONS
Diploma in Business Administration or a related field
At least 5 years' experience in sales and marketing, including a minimum of 2 years in a supervisory role within customer care or marketing