Job Title: Supervisor - Cresta Retail Store
Our client, a market leader in the South African Roadside Assistance Services, is currently recruiting for a Supervisor based in Johannesburg.
The role of the Supervisor involves the management of service as well as general administration within the Cresta store. The incumbent will supervise and ensure that staff performance aligns with the service expectations of the customer. Additionally, the Supervisor will handle, promote, and process all AA services and products offered by the Cresta store, maintaining and exceeding high customer service levels at all times.
- Division: Product
- Business Unit: Travel / Retail
- Direct Report to: Product Owner
- Direct Report from: Store Consultants
Job Objectives:
- Assist and manage banking and accounting matters, scrutinise expenses, and maintain a budgeting system.
- Administer performance appraisals of Cresta store staff.
- Coordinate staff's Industrial Relations activities with the Human Resources and Development department.
- Adhere to processes and procedures to minimise stock losses and manage stock turnover/ageing.
- Participate in and manage stock counts (daily, weekly, and monthly).
- Process daily and monthly reports in accordance with procedures.
- Take personal responsibility for all monies received and electronic receipting procedures.
- Promote membership enrollments to customers and process renewals.
- Ensure that customer service requests are met and exceeded through constant quality.
- Administer month-end returns and stock control.
- Ensure on-the-job training of new staff.
- Prepare and forward staff movements, overtime, and temporary staff remuneration schedules to the Human Resources and Development department.
- Resolve member complaints and services that cannot be dealt with by a consultant.
- Ensure the availability of adequate resources and functionality of all systems and infrastructure.
- Work closely with Customer Administration Centre (CAC) and Service Recovery Representatives to ensure customer satisfaction and problem resolution.
- Compile management reports for month-end as required by Finance and the Executive: Commercial.
- Provide new ideas and innovations to the Executive: Commercial for review, approval, and implementation.
- Perform any other related tasks required from the Cresta Retail Store.
Job Knowledge:
- Knowledge of principles and processes for providing customer and personal services, including customer needs assessment and evaluation of customer satisfaction.
- Understanding of the service recovery and customer service function and responsibilities.
- Proficient in MS Office packages.
- Knowledge of market, products, and services.
- Sound understanding of administrative processes.
- Familiarity with company codes, policies, regulations, and procedures.
Job Related Skills:
- Honest & trustworthy individual.
- Strong sense of responsibility and ability to work with minimal supervision.
- Ability to perform well under pressure.
- Excellent verbal and written communication skills.
- Ability to manage one's own time and the time of others.
- Team-first attitude and a positive demeanor.
- Ability to resolve conflicting situations.
- Ability to manage multiple tasks, organise priorities, and meet deadlines.
- Desire and ability to develop strong working relationships across cultural and geographic boundaries.
Job Experience:
- Minimum of 2 years' experience in a similar role, with at least 1 year at an assistant management level.
- Experience administering/managing POS system(s).
- Experience within an FMCG environment is advantageous.
- Experience in people management.
- Expertise in relationship building and management.
Other:
- The successful applicant must be prepared to work retail hours.
Competency Required:
Extreme Importance:
- Delivering Results and Meeting Customer Expectations
- Analysing
- Applying Expertise and Technology
- Planning and Organising
- Persuading and Influencing
- Deciding and Initiating Action
- Working with People
- Leading and Supervising
High Importance:
- Entrepreneurial and Commercial Thinking
- Coping with Pressures and Setbacks
- Adhering to Principles and Values
- Writing and Reporting
- Following Instructions and Procedures
- Learning and Researching
- Achieving Personal Work Goals and Objectives
- Adapting and Responding to Change
Moderate / Baseline Importance:
- Presenting and Communicating Information
- Creating and Innovating
- Formulating Strategies and Concepts
- Relating and Networking
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