Customer Service Supervisor

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