Duties & Responsibilities
Our client, market leader in the South African Roadside Assistance Services, is currently recruiting for a Supervisor Cresta Retail Storebased in Johannesburg.
The role of the Supervisor the management of service as well as general administration within the Cresta store. The incumbent will supervise and ensure that staff performance is aligned with the service expectations of the customer. In addition, the Supervisor will be required to handle, promote, and process all AA services and products offered by the Cresta store. The Supervisor will be required to maintain and exceed high customer service levels at all times and ensure continuous promotion of AA products and services at the Cresta store.
- Division: Product
- Business Unit: Travel / Retail
- Direct Report to: Product Owner
- Direct Report from Store Consultants
Job Objectives:
- To assist and manage with banking and accounting matters, scrutinise expenses and maintain a budgeting system
- To administer performance appraisals of Cresta store staff
- To administer and coordinate staffs’ Industrial Relations activities with Human Resources and Development department
- To adhere to processes and procedures to minimise stock losses. Monitor and promote the sale of older stock items and manage stock turnover/ageing
- To take part and manage stock counts, daily, weekly, and monthly
- To process daily and monthly reports in accordance with procedures
- To take personal responsibility for all monies received and electronic receipting procedures
- To promote membership enrollments to customers and processing of renewals
- To ensure that customer service requests are met and exceeded through constant quality
- To administer month-end returns and stock control
- To ensure on-the-job training of new staff
- To prepare and forward staff movements, overtime, and temporary staff remuneration schedules timeously to the Human Resources and Development department
- To resolve member complaints and services that cannot be dealt with by a consultant
- To ensure the availability of adequate resources and that all systems and infrastructure is functional
- To work closely with Customer Administration Centre (CAC) as well as Service Recovery Representatives to ensure customer satisfaction and problem resolution
- To compile management reports for month-end as required by Finance and the Executive: Commercial
- To provide new ideas and innovations to the Executive: Commercial for review, approval, and implementation
- Any other related tasks required from the Cresta Retail Store
Job Knowledge:
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Knowledge of the service recovery and customer service function and responsibilities
- Sound computer knowledge working with MS Office packages
- Knowledge of market, products, and services
- A sound understanding of administrative processes
- Knowledge of organisational structure and functioning
- Codes, policies, regulations, and procedures related to the company
Job Related Skills:
- An 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
- Give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Manage one’s own time and the time of others
- Team-first attitude and a positive demeanour
- Ability to resolve conflicting situations
- Problem solving skills
- Ability to manage multiple tasks, organise priorities and meet deadlines
- Desire and ability to develop strong working relationships across cultural and geographic boundaries
- Being able to balance priorities and coordinate work effectively in order to meet deadlines, together with a willingness to be flexible
Job Experience:
- Requires a minimum of 2 years’ experience in a similar role of which at least 1 years’ experience 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 relationship management
Education:
- Grade 12 is essential
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
Salary:
- Market related
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