{"id":1871236,"url":"https://alion.io/job/cfao-group-customer-care-representatives-supervisor-mf","title":"Customer Care Representatives Supervisor M/F","company":{"id":2199022,"name":"CFAO","domain":"cfaogroup.com","url":"https://alion.io/company/cfaogroup","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Talentsoft","truth_index":{"grade":"B","score":78,"open_postings":208,"ghost_share":0.365,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":58,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-14T12:00:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-29T16:15:39Z","board_verified":true,"closed_at":null,"days_open":76,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":75},"description":"General information\nRejoignez notre division CFAO SANTÉ\nWith a pharmaceutical market worth over $20 billion, access to affordable, high-quality products remains\na major challenge for Africa. CFAO Healthcare is strengthening healthcare provision on the continent by producing and distributing pharmaceutical and medical products and services.\nNous recherchons un Customer Care Representatives Supervisor M/F basé à : Kenya\nDescription de l'emploi :\nWe are looking for a driven, hands-on individual to take up the role of Customer Care Representatives Supervisor. This role will be central to delivering customer care that supports both our sales targets and our customer satisfaction goals.\nProfil demandé :\nRESPONSIBILITIES\nSales Turnover:\nSet and monitor sales targets for the Customer Care team, ensuring alignment with overall business goals.\nSupport the implementation of commercial campaigns and telesales activities that drive revenue.\nSupervision of the Customer Care Team:\nOversee the daily activities and performance of Customer Care Representatives.\nEnsure efficient communication between internal teams to meet customer needs and resolve inquiries.\nEquip team members with the necessary tools and training to meet performance targets\nCustomer Care\nAct as a liaison between Key Account Managers, Branch Managers, and customers to effectively resolve complaints and inquiries.\nIdentify recurring customer issues within the call center and proactively implement solutions.\nCollect and report on market intelligence to assist in refining customer care strategies.\nClient Management\nEnsure Customer Care Representatives adhere to daily call schedules and meet performance expectations.\nHandle client credit suppression requests and collaborate with the Credit Controller to manage accounts.\nInvoicing Support:\nAssist the team with invoicing customer orders, ensuring accuracy and timely completion of all related documentation.\nMonitor the invoicing process to ensure compliance with internal processes and customer requirements.\nStock Management\nLiaise with the Warehouse Manager to ensure accurate stock levels and timely deliveries to customers\nKEY PERFORMANCE INDICATORS\nGrowth in sales\nHigher uptake of bonus promotions\nOrder entry accuracy and fill rate\nGDP/regulatory documentation compliance\nCustomer satisfaction and complaint resolution turnaround\nOrder processing turnaround time (cutoff/same-day compliance)","description_format":"text","description_chars":2425,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Pharmaceutical Distribution","FMCG & Consumer Brand Groups","Car Dealerships"],"lifecycle":[{"event":"open","at":"2026-10-04T21:27:03Z"}],"visa":[],"liveness":{"score":23,"band":"cold","label":"Long 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