Retail Supervisor: Operations

Retail Supervisor: Operations
Retail Supervisor: Operations

13 Novembro, 2019


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The Supervisor: Retail Ops is responsible for ensuring the availability of services and operations at Dealer Stores in Maputo. He / she will be responsible for monitoring customer services, controlling Customer Service Representatives, maintaining good levels of customer service as well as interacting with support teams.

Key accountabilities and decision ownership:

  • Make sure Customer Service Targets are achieved by Managing the Customer Service Agents;
  • Guarantee that all Vodacom Policies and Procedures are adhered in all Vodacom Dealer Stores in Maputo;
  • Ensure good presentation, knowledge, friendliness and resolution of issues by Customer Service Representatives allocated to Maputo;
  • Regularly visit to Dealer Stores to ensure the quality of service offered by Customer Service Representatives and implement corrective/ improvement measures when needed.

Key performance indicators:

  • Costumer’s Waiting time at stores;
  • TNPS / NPS;
  • Customer queries resolution;
  • Complains

Core competencies, knowledge and experience:

  • Customer FOCUS – Customer centric;
  • Strong communication and leadership skills;
  • Computer Literacy;
  • Relationship building skills;
  • Coaching and preparing next in charge;
  • Creative and Innovative person.

Must have technical / professional qualifications: 

  • Degree in Business Management, Retail our related area;
  •  Driving Licence

Location : Edificio Vodacom Rua dos Desportistas, Numero 649  Maputo 

Job Type: Full-time

Employment Type : Permanent.


Closing Date: 19-Nov-19, 1:59:00 PM


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