Service Center Supervisor and Assistant Retail Specialist Carlcare Service Limited

Carlcare Service Limited was established in Hong Kong in 2009 with an aim to provide professional service support to mobile phones and other electronic consumer products, and over the years has become a leading service brand for consumer electronics in South East Asia, Middle East and Africa. Currently, Carlcare is providing full service support for TECNO, Itel & Infinix three worldwide famous mobile phone brands. Therefore, Carlcare Service Limited wishes to invite qualified candidates to fill the positions of Assistant Retail Specialist and Service Center Supervisor to be based in Lusaka.

Below are the requirements and duties that will be required from the candidate;

Assistant Retail Specialist Responsibilities.

• Ensure high levels of customer satisfaction through excellent sales service
• Maintain outstanding store condition and visual merchandising standards
• Maintain a fully stocked store
• Ascertain customers’ needs and wants.
• Recommend and display items that match customer needs
• Manage point-of-sale processes.
• Actively involved in the receiving of new shipments
• Keep up to date with product information
• Accurately describe product features and benefits
• Follow all companies’ policies and procedures

Assistant Retail Specialist Requirements and skills.

• Proven working experience in retail sales at least 2 years.
• Basic understanding of sales principles and customer service practices
• Proficiency in English
• Track record of over-achieving sales quota
• Solid communication and interpersonal skills
• Customer service focus
• Friendly, helpful, confident and engaging personality
• Basic administration skills

Service Center Supervisor Responsibilities:

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Service Center Supervisor Requirements:

• High school diploma or equivalent, but more education, especially in management, is preferred.
• Call center, customer service, or supervisory experience may be required.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.