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Customer Care Manager Job in Nairobi Kenya

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. 

The role will be responsible for overseeing the MFS customer care staff to ensure all SLAs are maintained and a high level of customer services is provided to MFS Users. 

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. 

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. 

Apply through recruitment@orange-tkl.co.ke and quote the job title in the subject field.

Only shortlisted candidates will be contacted.

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