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Head of Customer Service Job in Kenya

Job Opportunity: Head of Customer Service
 
A position as Head of Customer Service is available at Brighterlite Kenya. We are conducting interviews on an ongoing basis and are looking to recruit as soon as possible.
 
About Brighterlite Kenya: Brighterlite Kenya is an international solar energy company that has been operational in Kenya for the last three years and currently repositioning itself in terms of product and brand. 

Our mission is to provide inexpensive, reliable and clean electricity to Kenya’s rural villages by using innovative solar energy technology. 

We keep a high ethical standard and work closely with NGOs and international development organisations. 

Our team and office in Kenya is new and job responsibilities are still under adjustment. 


We help each other as a team even if that means doing something outside our normal job description. 

We have an open, informal and international culture where every employee is an important part of the team. 
 
This is a unique chance to join an innovative international company with great opportunity to grow and improve your professional skills and impact thousands of lives through your job.
 
This position reports to the CEO.
 
Primary tasks as Head of Customer Service
  • Lead the establishment of Brighterlite’s customer service call center.
  • Hire call center agents (customer service representatives)
  • Develop and maintain procedures, training material and caller agent scripts
  • Ensure customer feedback is collected, documented and reported.
  • Responsible for daily operations of call center, including implementing improvements, feedback loops and training.
  • Take business responsibility for systems and reporting
  • Work closely with management team to ensure alignment and customer focus in sales, distribution and installation.
Qualifications
  • Degree at bachelor level or similar.
  • Minimum 3 years working experience within Customer Service, especially call center.
  • Experience from building and operating a customer call center.
  • Experience with balancing ambitious sales targets with delivering service at a low cost and still keeping high customer satisfaction.
  • Experience with procedures, documentation and process documentation.
  • Background from telecommunications or similar service sector.
  • Understanding of rural Kenya culture and customer needs in rural areas.
  • Must be able to speak and write Swahili fluently.
  • Good knowledge of the English language – both oral and written.
  • Other knowledge of regional languages will be preferred.
  • Preference will be given to candidates with international experience.

Please send CV in English by email to info@brighterlite.co.ke by 20th August 2015

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