Customer Service Team Leader
Location: Nairobi
- Kenya
Who We Are: Jovago is a hotel booking website launched across
Africa allowing guests to search for and book rooms across the continent.
We are part of the Africa Internet
Holding group of companies (sister company to Jumia, Hellofood, Easy Taxi,
Kaymu and Lamudi)
Our company is part of Africa
Internet Group, a global and leading incubator of startups specialized in
e-commerce.
Africa Internet Group is the leading
internet group of Africa with already over 3,000 employees in 26 African
countries.
It is led by top talented leaders
offering a great mix of local and international talents and is backed by
Millicom, MTN and Rocket Internet.
Customer Service Team Leader
Jovago is looking for a Customer
Service Team Leader who will be responsible for the performance and
coordination of the Inbound Customer Service Agents team, at the heart of
Jovago business.
The Customer Service Team Leader will
be reporting to the Head of Customer Service.
Key Responsibilities:
Key Responsibilities:
The successful candidate tasks will
include but not limited to:
- Support the Head of Customer Service in
achieving business targets
- Manage the Inbound Customer Service Agents
team
- Ensure achievement of Call Center KPIs
- Ensure the team is organized effectively to
maximize productivity
- Measure the performance of Customer Service
Agents
- Monitor calls to ensure quality standards
- Monitor, identify and resolve
performance/behavior/attendance issues using prescribed performance
management techniques.
- Daily report to the Head of Customer Service
on team performance against KPIs
- Highlight concerns that impact team
performance
- Organize activities of Call Center
Representative
- Ensure quotas for service volume and
timeliness are met
Education and Experience:
- Undergraduate Degree/Diploma in relevant field
- Experience in similar role of Call Center or
Customer Service – atleast 2 years
Skills and Competencies:
- Fluency in Kiswahili and English languages is
a must.
- Impeccable communication skills (spoken and
written)
- High level of energy, motivation,
determination and commitment.
- Mentality of client service and taking
responsibility beyond direct duties.
- Management skills
- Customer focus
- Entrepreneurial spirit
- Action and results oriented
- Independent and resourceful
- Strong drive and leadership
- Exceptional organizational skills
- Ability to work independently and in a team
- Ability to meet demanding Customer service
targets
We Offer You:
- An amazing learning culture.
- A flat structured working environment to
enable one enhance their skills in customer service
- A chance to be part of an international team
that offers great opportunities for growth
How to Apply:
Interested and suitably qualified candidates to submit their application, including a detailed CV, daytime telephone contact, and two professional referees to: hr.kenya@africainternetholding.com before Friday 23rd October 2015.
Give details of your current salary and the expected salary in this position on the body of your Application Letter. Specify the position you are applying for as the subject of your application .i.e. Application – Customer Service Team Leader - Jovago
Jovago is an equal opportunity employer.
Please note that only shortlisted candidates will be contacted.
Canvassing will lead to automatic disqualification.
No phone calls please.
