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Hotpoint Appliances

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Customer Care / Sales Supervisor

Mombasa, Kenya

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Hotpoint Appliances

© Fuzu Ltd 2022

Only on Fuzu

Customer Care / Sales Supervisor

Closing: Oct 7, 2022

3 days remaining

Published: Sep 9, 2022 (25 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Hotpoint Appliances Ltd was established in 1984. Its first store was located in the Sarit Centre shopping mall in Nairobi. In late 1990s Hotpoint was awarded the Sole Distributorship Agency for LG Electronics. Later on, it went on to acquire agencies for other global brands including Ariston, Westpoint and Kenwood.


Reports to: Sales Manager/Administrative Manager

Department: Retail

Location: Mombasa


Job Purpose

• To promptly respond to retail customer’s inquiries, handle complaints, troubleshoot problems, provide information, maintain client compliant database.

• Ensure presence on the shop floor and manage the sales staff.


Responsibilities

Hotpoint Appliances Ltd was established in 1984. Its first store was located in the Sarit Centre shopping mall in Nairobi. In late 1990s Hotpoint was awarded the Sole Distributorship Agency for LG Electronics. Later on, it went on to acquire agencies for other global brands including Ariston, Westpoint and Kenwood.


Reports to: Sales Manager/Administrative Manager

Department: Retail

Location: Mombasa


Job Purpose

• To promptly respond to retail customer’s inquiries, handle complaints, troubleshoot problems, provide information, maintain client compliant database.

• Ensure presence on the shop floor and manage the sales staff.



Job Responsibility and Accountability
• Manage and resolve problems by clarifying issues, exploring answers & alternative solutions, implementing

solutions and escalating unresolved problems.

• Answer all retail related phone calls and direct them to concerned individuals for action.

• Ensure sales staff are completing feedback forms; Customer Feedback at SCR is updated on the Report and analyzed and full information especially for negative comments is collected from the same Staff.
• Ensure monthly customer report is sent to management for analysis and further input/action.

• Maintain a retail customer database and update customer information on the system.

• Maintain a customer complaint register and ensure all details are correctly captured and reported.

• Ensure customers are called daily when delivery has been done, obtain feedback information; update the report and also action the negative feedback where required, send monthly reports to management for analysis and further input/action.
• Carry out customer call survey and document in the system (Salesforce and Orion).

• Responsible for Showroom display management, ensure full display of stock items; pop in place; price tags in place and enough stocks available in accordance to procedure for direct sales and stock management.
• Provide customers with our product information.

• Document all call information according to HAL standard operating procedures and generate reports.

• Repairs – Ensure 3rd Party suppliers repairs for customers is processed in accordance to procedures, records are updated and clients are notified.
• Process all customer orders on behalf of sales staff.

• Manage the Customer Care Email address and respond to all queries.

• Send quotations to customers and follow up on the same.

• Act as a reliever for the Cashier whilst absent or on leave.

• Assist clients in the showroom and ensure sales are achieved as per target.

• Ensure Sales staff and Helpers management and discipline is maintained at all times.

• Assist the Transport Co-coordinator to order stocks from the warehouse as per the daily requirement for deliveries and displays.
• Assist the Transport Co-coordinator with the correspondence on emails and also contacting clients updating them on their deliveries and most importantly contacting them if they are being delayed.
• Receipt all the money received from invoices.

• Print out all invoices.


Qualification


• A Minimum qualification of a Diploma in Sales & Marketing, Public relations or Customer service or any business course is required.

Experience


• At least 2 years’ experience in sales or marketing, customer care representative from a service industry background.
• Excellent personal presentation and telephone etiquette.

• Speaks and writes excellent English.

• Proficient in relevant computer applications.


Key Skills:


• Excellent people /customer service skills.

• Excellent Report writing skills.

• Excellent interpersonal skills.

• Excellent communication skills both verbal and written.

• Good problem analysis and solving skills.

• Good listening skills.

• Computer skills.

• Good organizational skills.


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