Call Centre Supervisor at Premier FMCG (Pty) Ltd

Key Responsibilities

• Supervise and lead a team of call centre agents, providing guidance, coaching, and support to ensure excellent customer service delivery.
• Handle escalated customer inquiries, complaints, and complex issues, ensuring timely resolution and customer satisfaction.
• Implement and enforce call centre policies, procedures, and standards to ensure consistent service delivery and adherence to quality assurance guidelines.
• Collaborate with cross-functional teams, including sales, marketing, and operations, to address customer issues, share feedback, and contribute to the improvement of overall customer experience.
• Stay updated on product knowledge, promotions, and industry trends to effectively assist customers and provide accurate information.
• Generate and analyse call centre reports to track performance, identify areas of improvement, and provide regular reports to management.
• Ensure compliance with data protection and confidentiality guidelines while handling customer information.
• Foster a positive and motivational work environment, promoting teamwork, open communication, and a customer-centric culture within the call centre team.

Qualification Requirements

Qualifications: 

• Matric/Grade 12 qualification.

Experience Requirements

Experience

• 3-5 years of experience in a similar capacity within the FMCG industry, demonstrating sound knowledge of call centre processes.