Customer Service Manager
Job Location: Nairobi, Kenya
Reporting to: PayGO Go-To-Market
Leader
About the role:
The Customer Service Manager will
work closely with the Call Centre teams to ensure the performance KPIs are
respected and to offer support in management and training to the Team Leader(s)
and their agents at a regional scope.
Responsibilities
·
Daily monitoring of the call centre
performance against set KPIs and SLAs
·
Creating and updating training for
new recruits as well as existing agents
·
Creating and managing the call centre
reward and recognition program
·
Closely monitoring the call centre
and agents’ performance and implementing improvement action as and when necessary.
·
Ensuring that all call centre tools
and equipment are working well
·
Regularly performing quality call
audits
·
Support and take ownership of the
integration of the PBX data into our BI tool
Qualifications
·
Has a Diploma, Degree or Certificate
in Supply Chain Management; Business Administration; Sales and Marketing; or
Customer Service Management
·
Has 5 years relevant work experience
in a similar role. Experience working with data analysis tools and different
types of PBX is a requirement.
·
Must work well under pressure, be
able to juggle many tasks simultaneously, with an excellent sense of
prioritization
·
Has excellent interpersonal and team
management skills.
·
Has strong communication skills with
fluency in both written and spoken English and Swahili. Fluency in an
additional local dialect is appreciated
·
Understands and can comfortably work
with Microsoft Office Applications
·
Thinks clearly and has good problem
solving ability
·
Demonstrates strong etiquette in
communication over the phone with good listening skills.
·
Should be flexible, willing to
stretch and achieve over and above base expectations.
How to Apply