Position: Customer
Care Team Leader
Location: Nairobi – Kenya
Industry: Transport
Our client, a leading Fleet Management and Asset Tracking solutions provider is urgently seeking to hire an energetic and Internet-savvy Customer Care Team Leader to develop and manage a growing Customer Care Team.
The team leader will help continuously improve the customer experience through
establishing processes for the growing customer care team, training team
members on best practices, and reporting on key performance metrics.Location: Nairobi – Kenya
Industry: Transport
Our client, a leading Fleet Management and Asset Tracking solutions provider is urgently seeking to hire an energetic and Internet-savvy Customer Care Team Leader to develop and manage a growing Customer Care Team.
Customer support will be delivered primary over the phone, SMS, and social media.
Experience working in various customer care management/ticketing tools is required.
Duties and Responsibilities
- Manage team of
Customer Care representatives to ensure the highest level of customer
service is provided
- Triage
escalated customer issues and serve as expert on issue resolution
- Design
training and documentation to ensure all processes are properly followed
- Prepare and
deliver to management weekly and monthly reports on key performance
metrics
- Work closely
with Operations and Tech teams to align work and customer needs
Key Competencies &
Qualifications
- The applicant
must hold a bachelor’s degree of any discipline from a recognized
University
- Must have at
least 3 years’ experience working as a Customer Care Team Leader either
within a mobile operator or Internet Service Provider
- Ability to
build strong and long-lasting profitable relationships
- Self-motivated,
disciplined
- Goal &
results oriented
- Training
delivery
- Customer
support, CRM systems
- Team
leadership
- Conflict and
complaint resolution
- Sales Support
To apply, send your CV and cover letter only to jobs@linkarkconsultants.com before close of business 21st August, 2017.
Clearly indicate the position applied for and expected salary on the subject line.