COMPANY DESCRIPTIONOur Client, a market leader in the telecommunication industry in Africa is currently in search of a Customer Care Manager to be based in her Kenya office.
JOB DESCRIPTION
Job Purpose:
With the primary objective of providing an industry leading customer experience; the job holder will roll out and manage regional customer care programs, develop and implement innovative technological solutions and service channel management strategies and identify opportunities to scale operations and contain costs. Will be accountable for the overall management of Customer Care operations.
Job Responsibilities:
- Lead the company’s Customer Care Operations and ensures that the staff are aligned the company’s vision, mission, values and strategic priorities.
- Provide leadership and motivation to the company’s customer care team.
- Ensure that team members are professionally reviewed and that reviews are an accurate reflection of performance.
- Ensure that the objectives of team members are meaningful and in line with business strategy, that are regularly reviewed and that appropriate development is implemented.
- Implement agreed customer care strategies and associated plans.
- Develop, maintain and review the project program. Ensure projects are delivered on schedule that meets the agreed objectives and business needs.
- Identify areas of potential business development. Conduct appropriate research and feed into the strategy development process.
- Leading the Customer Care organization in planning, processes development and management and training.
- Develop business requirements and implementing & drive customer satisfaction.
- Maintain cost efficient operations that ensure fast deployments, low backlog and high customer satisfaction.
- Reengineering and improving processes and policies to ensure customers receive a premium service experience in a rapidly growing region.
- Providing reporting and analysis that document success and provide action plans to address areas of concern.
- Coach, motivate & develop individuals/teams.
- Act as a professional role model for staff.
- Give regular feedback to team, affirming and celebrating good practice and conversely addressing and managing areas of under performance.
QUALIFICATIONS
Job Related Requirements:
- Must have a minmum of 7-years leadership experience with large-scale, complex, fast-paced consumer-facing operations and service organizations.
- Must have extensive experience and proven success managing teams and programs, possess expertise in business practices in the consumer services sector and be fully in English.
Essential Skills:
- Ability to make decisions in a timely manner utilizing analysis, experience and judgment, including with incomplete information and under tight deadlines.
- Excellent communication skills including excelling at establishing clear direction by communicating in a well-planned and organized manner and maintaining two-way dialogue.
- Relating effectively and tactfully with a diverse team, building constructive and positive relationships with customers and key internal stakeholders and managing up to executives, across to peers, down through direct reports and through others outside the direct management chain.
- Being a relentless and versatile learner who is open to change, can always see the big picture, adapts quickly when facing new challenges, analyzes both success and failure for clues to improvement and solutions, is not afraid to try new things, enjoys the challenge of new tasks and makes connections among previously unrelated items.
- A dedication to exceeding expectations and requirements of internal and external stakeholders and acting with the best interests of customers in mind.
- Being goal oriented for self and team, always measuring performance and being accountable along with the ability to effectively scope out tasks and projects and anticipate and adjust for challenges Proven analytical skills based on a global approach to problem solving
- Must possess the ability to make independent decisions based on current available information without direct assistance in the absence of specific details or procedural steps
- Ability to organize and schedule tasks
- Strong interpersonal skills
- Strong experienced with Microsoft Office software: Word, Access, Powerpoint
- Intermediate to Advance level Microsoft Excel skills à specially on Macro-level
- Exceptional teamwork, collaborative and organizational skills
- Must be able to work independently under fast paced and at times intense conditions with minimal or no supervision
- Team player able to work in a fast paced and dynamic environment
- Excellent judgment and strong decision making skills
- Strong leadership, collaboration, and motivation skills
- Language: English, plus local languages
ADDITIONAL INFORMATION
- Salary is Negotiable
https://www.smartrecruiters.com/FosadConsulting/73158075-customer-care-manager-kenya
CUSTOMER CARE MANAGER - KENYA
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