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Customer Experience Team Leader Jobs, Customer Service Jobs In Kenya, Corporate Staffing Jobs

Title: Customer Experience Team Leader,

Industry: Renewable Energy,

Location: Nairobi,

Salary: 100K – 150K

Job description

Our client is a leading battery and renewable energy distributor in the region. They seek to hire a well-organized and result-oriented Customer Experience Team Leader who will lead the customer service team in offering prompt and valuable customer assistance hence ensuring client loyalty and retention.

Responsibilities

  • Lead the call center team and co-ordinate day-to-day planning and operations
  • Liaise with the quality analysts to evaluate agent performance and ensure that quality standards are continuously met
  • Push for sales in accordance with the set monthly and annual targets and create motivation strategies for agents to meet individual targets
  • Continuously ensure that complaints are resolved, leads and RFQs are addressed within the set SLAs
  • Prepare agents’ monthly shift schedule ensuring adherence to the weekly maximum working hours
  • Liaise with HR/Payroll to ensure that agents are paid overtime for working on public holidays
  • Share hourly and daily updates on sales as well as service level statistics
  • Assist in training of new hires and conduct staff appraisals
  • Co-ordinate call centre staff meetings / de-briefs
  • Monitor key agent KPIs on a daily basis
  • Co-ordinate outbound call campaigns and assign tasks to agents
  • Disseminate new product and service information to agents and ensure that they are well versed on the same.
  • Make recommendations on how to increase efficiencies and increase customer satisfaction at the call centre
  • Prepare and submit daily, weekly and monthly reports on relevant call centre KPIs to the HOD
  • Ensure that all incoming customer requests received across all social media pages and email are addressed fully to facilitate for a 100% response rate and one-hour response time
  • Monitor the monthly service contracts schedule and liaise with the technical department to ensure schedule adherence for all planned services

 Qualifications

  • Bachelor’s Degree or Diploma in Business Administration/Sales & Marketing or a related field of study
  • Minimum of 3 years’ experience in customer experience, with at least 2 years leading a call centre team
  • A proven track record in customer satisfaction and telemarketing
  • Superior verbal and written communication skills, with an ability for tact and diplomacy
  • Excellent interpersonal, organizational, multi-tasking and time-management skills
  • Ability to work with diverse teams
  • Outgoing personality and demonstrated passion for customers
  • Candidates should be 28 years and above

How to Apply

Click here to apply