Improve customer service experience, create engaged customers and facilitate organic growth
Improve efficiency and productivity of employees across various departments under Customer Care team
Set a clear mission and deploy strategies focused towards increasing customer care experience
Develop service procedures, policies and standards necessary for efficient monitoring and managing customer service agents and shift managers across different customer service teams
Keep accurate records and document customer service actions and discussions. To maintain professional approach with subordinates and provide operational support for the business
Analyze statistics and compile accurate weekly reports
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Maintain an orderly workflow according to priorities
Effectively provides guidance and supervises team, has regular meetings with the team, coordinates, enforces work rules, professionality and availability for the team
Must be open to assist the team whenever necessary including off working hours.
Provides the team with continual feedback, conducts performance appraisals on time, recognize exceptional performance and takes corrective and professional approach to improve poor performance
Decision making – to make correct and professional decision between the team itself, customers and management on the other hand. Ensures that decisions are based on the principals of equality and is not bias towards some team members.
Bachelor’s degree in Business and Management, master’s degree in business administration and management is advantage
Proven working experience of at least 5 years as a head of Customer service team in large organizations, directly managing large teams with over 100 employees
Experience in providing customer service support and customer service orientation
Excellent knowledge of management methods and techniques
Excellent work etiquette with proven records of working in high pace, demanding environments where speed and accuracy is mandatory. Must be willing to work hard, independently and be able to multitask in extremely high pace environments
Must have experience with working in large corporations, be familiar with corporate business culture and able to adapt to new environments
Must be a self-starter with a go getter personality, goal oriented and able to make the right decision for the business at all times
To apply for this job please visit www.brightermonday.co.ke.