Position: Customer Care Manager – Mobile Financial Services
(MFS)
Region: Nairobi
Reporting
to: Head
of Customer Care
Range: R2U
Department:Customer
Care
Role Purpose: Reporting to the Head of Customer Care, with strong ties to the MFS Business Unit, the Customer Care Manager – MFS will be responsible for all customer care processes and procedures pertaining to the MFS portfolio.
Role Purpose: Reporting to the Head of Customer Care, with strong ties to the MFS Business Unit, the Customer Care Manager – MFS will be responsible for all customer care processes and procedures pertaining to the MFS portfolio.
Key Duties and Responsibilities
- Define,
document and oversee all Customer Care processes and procedures pertaining
to MFS
- Monitor
and improve SLAs pertaining to MFS
- Oversee
the operation of escalation procedures
- Analyze
data and produce regular reports on customer issues, queries and
complaints as well as customer care performance pertaining to MFS
- Train
all relevant staff to deliver high standard of customer service
- Continuously
identify and implement strategies to improve quality of service,
procedures, policies, productivity and profitability
- Work
with Product and Marketing Teams to perform product tests, create customer
care processes, and develop necessary training documents for all new
products and services.
Academic
/ Professional Qualifications
- Bachelor’s
Degree in Commerce
- Over
5 years’ experience in customer care
- Membership
of professional body
- Experience
in Mobile Money and/or Telco customer care is advantageous
Professional
Skills:
- Proven
management and motivation skills
- First
class organization and planning skills
- Strong
data analytics skills
- Proven
leadership customer care teams (5 years)
- Led
teams of minimum of 10 people
How to
Apply
This position is opened to Kenyan citizens only.
This position is opened to Kenyan citizens only.
If you
fit the required profile, please apply highlighting how your qualifications,
experience and career aspirations match the requirements for this position.
Application should be sent by latest 22nd July 2016, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.
Application should be sent by latest 22nd July 2016, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.
Apply
through recruitment@orange-tkl.co.ke and quote the job title in the subject
field.
Only
shortlisted candidates will be contacted.