Customer Care Manager
Operations | Nairobi, Kenya
Company Profile: Our client is transforming education by attacking
one of the emerging world’s biggest problems: inadequate access to and quality
of education for the children of families living on less than
$2/day.
It is one of the fastest growing
education companies in the world with plans to open 100+ new academies in Kenya
alone in 2014; and aggressive global expansion planned for 2014 and beyond.
They offers a tremendous opportunity
to grow with one of the world’s most exciting, ambitious, and socially
conscious companies, with leadership roles available across a number of
competencies and geographies.
We look forward to getting to know
you!
Role Overview: The Customer Care Department is the first-line
resolution centre for any and all issues that may come through from the more
than 4,000 academy staff, parents, community members, and many more.
The Customer Care Manager is the
leader of this team, and should have a deep understanding of the structure and
operations of the business and willingness to learn as the company is continuously
growing and evolving.
The Customer Care Manager is
responsible for managing a team of more than 30 Customer Care associates to
ensure operational efficiency.
Responsibilities
- Performance Management: Setting and evaluating
team members’ performance against specific targets for speed, accuracy,
efficiency, sales and quality; and improving performance by increasing
efficiency and maximizing productivity.
- Team Management: Coaching, motivating and
retaining staff and coordinating bonus, reward and incentive schemes;
identifying training needs and planning training sessions; organising
staffing, including shift patterns and the number of staff required to
meet demand.
- Managing the daily running of the Customer
Care Department: Monitoring inbound and outbound calls to improve quality,
minimise errors, and track operative performance; recording statistics,
user rates and the performance levels of the centre and preparing reports.
- Client Management: Liaising with supervisors,
team leaders, academy staff, operatives and third parties to gather
information and resolve issues; handling the most complex customer
complaints or enquiries.
Education and Qualifications
- BA/Bsc in Marketing, Project Management,
Business Management or any related field.
- At least 3-4 years Customer Care experience,
Customer Service or help desk support.
- 5+ years of management experience preferably
in a call centre managing both inbound and outbound calls.
Experience Profile
- Understanding of both English and Swahili
languages in order to respond to issues effectively while assuring quality
to the target customer.
- Experience managing people and their
performance
- Experience and/or appreciation of social
impact business.
- Work experience in a highly operational role
in a data-driven, customer-focused environment.
- Knowledge in data analytics and research and a
track record in building and implementing data-driven operational systems.
- Proven resilience to handle the realities of
on-the-ground operational challenges.
- Expertise in using Customer Relationship
Management and Enterprise Resource Planning systems.
Personal Attributes
- Customer service oriented, high level of
motivation & professional etiquette.
- Ability to remain calm under pressure.
- Strong verbal and written communication
skills.
- A natural mentor with strong organizational
and management skills.
- Savvy leader with exceptional relationship
building and team development skills.
- Excellent time management skills with a key
affinity to prioritizing and multitasking
Qualified candidates to send their
applications through
http://recruitment.nftconsult.com/careers/index.php?m=careers&p=showJob&ID=968
http://recruitment.nftconsult.com/careers/index.php?m=careers&p=showJob&ID=968