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.
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