Position: Customer Care Supervisor -
MFS
Region: Nairobi
Reporting
to:Customer Care Manager – Mobile Financial Services (MFS)
Range: R2L
Department: Orange Money
Role Purpose: Reporting to the Customer Care Manager – MFS, handling escalations from the Call Centre, overseeing the performance of the customer care agents on duty as well as daily MFS operations and processes.
Role Purpose: Reporting to the Customer Care Manager – MFS, handling escalations from the Call Centre, overseeing the performance of the customer care agents on duty as well as daily MFS operations and processes.
Key Duties and Responsibilities
- Troubleshoot
and resolve all allocated mobile money escalations each day and for
escalated issues ensure resolution within the defined SLA targets.
- Ensure
timely feedback is given to the respective customers’ on their reported
issues.
- Ensure
that the Customer Care Agents achieve customer satisfaction levels and
minimize customer dissatisfaction by providing regular feedback to the
internal /external customers’ until resolution of the reported issue(s).
- Use
the signed off processes and procedures as part of your working tools.
- Demonstrate
knowledge proficiency with respect to the company’s signed off processes
& procedures and company’s products and services.
- Complete
the necessary call/email/social media interactions in the CRM system/tool
and document the customer/agents/partners’ complaints, issues and
subsequent solutions.
- Enter
customer data and other relevant information into customer service
systems(CRM) or other data repository, as required.
- Respond
to the written customer correspondence on behalf of customer service
operations as per the signed off correspondence guidelines/templates.
- Manage
the shifts of the Customer Care Agents to ensure that there is full
availability of agents during peak on non-peak time, ensuring that the
KPI’s are maintained above the specified limits.
- Monitor
the performance of the agents advising on top performers and ensuring poor
performers are managed in line with agreed policy.
- Adhere
to shift work schedule as planned.
- Provide
recommendations for product and process development based on customer
feedback and from the analysis report of the escalations.
- On
a rotational basis, prepare and submit an analysis report of the daily
& monthly escalations
- Make
recommendations on policy and procedural changes to improve the agent
/partner experience, customer experience, increase revenue and retention,
and decrease operating costs.
- Actively
participates in team meetings
- Forms
relevant functional relationships at all levels in the organization
- Works
according to Orange Moneys policies and procedures
- Makes
optimal service suppliers and authorities in own area of responsibility
- Manage
operations of the outsourced call center
Academic
/ Professional Qualifications
- Bachelor’s
Degree business related
- 3-5
years’ experience in customer care
- Experience
in Mobile Money and/or Telco customer care is preferred
Professional
Skills:
- Proven
management and motivation skills
- First
class organization and planning skills
- Strong
data analytics skills
- Proven
leadership customer care teams
- Membership
of professional body advantageous
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.