Customer Service
Job Location: Nairobi, Kenya
Reporting to: PayGO Go-To-Market
Leader
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
Support Manager - After Sales
Job Location: Nairobi
Reporting to: Operations Manager
The After Sales Support Manager will
Improve customer service experience, create engaged customers and facilitate
organic growth. He/ She will take ownership of customer issues and follow
problems through to resolution.
The role holder will be required to
set a clear mission and deploy it as well as develop service procedures,
policies and standards for business partners and customers.
The ideal candidate will be apt in
building strong relationships with strategic customers. You will be able to
identify needs and requirements to promote our company’s solutions and achieve
mutual satisfaction.
Responsibilities
·
Develop and implement an after sales
strategy to support the distribution channel and customers.
·
Develop and implement product
training modules for both internal and external customers.
·
Develop and implement warranty
management processes for customers and channels partners.
·
Play a role in new product
development by keeping abreast with and updating the product development teams
on competitor activities and new opportunities.
·
Mentor and coach internal and
external team members.
·
Provide technical assistance when
required, to promote the use of products.
·
Act as a technical consultant to the
Sales and Marketing Team on quality/technical issues.
·
Consistently monitor, respond to and
maintain customer inquiries specific to products technical issues.
·
Recognize system deficiencies and
implement effective solutions.
·
Appoints and maintains appropriate service
partner organizations in export markets
·
Ensure department proper staffing
levels.
·
Set service organization goals and
expectations and provide performance feedback to external partners and
employees ensuring compliance to standard and regulations
Qualifications
·
Has a college/university degree and
at least 4-6 years of effectively managing after sales support services.
·
Has the ability to provide solutions
based on customer needs.
·
Has strong communication and
interpersonal skills with aptitude in building relationships with professionals
of all organizational levels
·
Embodies excellent organizational
skills
·
Has experience managing an after
sales support team (s) in a competitive environment in the electronics or
telecommunication industries will be an added advantage.
·
Is willing to spend 10-20% of his/her
time on the road
How to Apply
Social Media Community Manager
Job Location: Nairobi, Kenya
Reporting to: Creative Lead
We are looking for a Social Media
Community Manager to energize our brand on social media and help maintain and
grow our online community.
The Social Media Community Manager
will be responsible for interaction with diverse audiences across different
markets and in different contexts, ensuring that the brand is responsive and
engaging.
The Social Media Community Manager
will also keep the brand relevant and involved in the conversations that
matter. He/She will be part of the Creative team and will work closely with
Marketing and Sales.
Responsibilities
·
Monitoring communications across all
our social media platforms, responding helpfully to trade inquiries and
customer feedback in collaboration with the Customer Care, Sales and Business
Development teams, and managing interactions in a manner consistent with the
brand’s personality and values.
·
Generating consistent, high quality
content for the brand across all social media platforms, in a planned manner
and in concert with the Marketing and Communication teams.
·
Growing the brand’s social media
presence and impact through creative, proactive tactics and actions.
·
Generating reports of social media
activity and impact for specific campaigns and for the overall brand.
·
Coordinating between global and
local/regional social media activity, including guiding and monitoring the
brand’s social media properties in local/regional markets, ensuring adherence
to strategy.
Qualifications
·
Ambitious. Excited at the prospect of
building a global brand in the fast-growing world of renewable energy.
·
Intelligent. Demonstrates social and
emotional intelligence in dealing with diverse and possibly challenging people
and situations on social media.
·
Creative. Good at generating concepts
that are not only interesting but also strategically sound.
·
Experienced enough. 2-3 years of
social media or community management for consumer brands, with proven results,
at a reputable advertising/digital agency, or other marketing organization.
·
Fit for the team: Strong
communication and interpersonal skills. Able to collaborate with people from
different cultures and backgrounds.
·
Qualified. Relevant academic
qualifications in Communications and Marketing required.
How to Apply
Data Analyst
Job Location: Nairobi, Kenya
Reporting to: Data Scientist
Responsibilities
·
Analyze and interpret large amounts
of data to identify trends, gaps, and inconsistencies.
·
Produce data for assigned clients and
prepare information for client presentation.
·
Create new processes for data
extraction and suggest automation tools for day-to-day analyses.
·
Provide support to data science team
and clients by responding to ad-hoc data requests, answering questions, and
providing basic technical support and analysis
·
Turn data into insight and
communicate your findings effectively
·
Attend occasional late-night and
early-morning meetings with colleagues around the world
Qualifications
·
Bachelor of Science Degree in Math,
science, or n MBA
·
Proficiency in SQL
·
Proficiency in Microsoft Excel
·
Strong analytical, problem-solving,
and time management skills
·
Ability to learn quickly, initiate
and drive projects to completion with minimal guidance.
·
Ability to thrive in a dynamic and
fast-paced environment.
·
Experience using Looker, Tableau, or
Periscope (an added advantage)
How to Apply
Brand Manager Marketing
Job Location: Nairobi, Kenya
Reporting to: Marketing Lead, Africa
Responsibilities
Brand Communication
·
Develop and execute fully integrated
brand communications campaigns to support the overall brand strategy.
·
Promote the brand and enhancing its
visibility in the market.
Activation
·
Drive brand activation, events and
sponsorships in key markets across East Africa.
·
Leverage on multiple marketing
strategies – ATL, BTL & TTL to support our B2B Partner Networks
Channel Marketing
·
Develop marketing campaigns to
deliver on business objectives for channel partners.
·
Work collaboratively with diversified
teams of partners to create & manage integrated marketing strategies i.e.
Retail, MFI and Institutional Partners
Consumer Understanding
·
Generate strong consumer insights
that will drive communication
Agency and Supplier management
·
Manage the media; activation
agencies; and suppliers to deliver on the brand’s plans
·
Create innovative local media
solutions to derive cost efficiencies
Qualifications
·
Has a Masters degree or Post Graduate
qualification from a Premier institution
·
Has 3-5 years of Marketing experience
in a consumer-facing role, preferably FMCG across different countries in East
Africa
·
Is mission-driven, entrepreneurial
and passionate about making a significant difference in the world
·
Lives and works in Kenya
·
Has experience managing advertising,
media & BTL agencies
·
Has practical experience in brand
management and activation campaigns.
·
Has successfully used different
marketing channels to build a brand.
·
Has the desire & drive to help
take a break-out start-up to the next level
·
Is fluent in English
·
Enjoys the challenge of working
independently and creatively with a fast-growing global enterprise
·
Likes getting hands on and figuring
out how to grow a high-potential business
·
Has strong project management skills
How to Apply