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.

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Closing Date: 19-Nov-19, 1:59:00 PM