Job Summary

The successful candidate will also be expected to ensure individual staff members are performing against targets, while regularly reviewing their performance and coaching them to do so.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

Our client is the largest battery and renewable energy distributor in East Africa with core business being the distribution of automotive batteries as well as the distribution & installation of solar PV systems, power back-up systems and solar water-heating systems. 

 

ROLE DESCRIPTION:

The Customer Experience Team Leader will provide quality and efficient Customer Experience to customers through the daily management of a team of employees including motivating, recognizing and rewarding, coaching, counselling, training, and problem solving. The successful candidate will also be expected to ensure individual staff members are performing against targets, while regularly reviewing their performance and coaching them to do so.

 

KEY RESPONSIBILITIES:

Call Centre Team Management

  1. Lead the Call Centre team & co-ordinate day-to-day planning & Call Centre operations
  2. Liaise with the Call Centre Quality Analysts to evaluate Agent performance through regular listening in on calls and weekly call calibration sessions & to ensure that quality standards are continuously met
  3. Push for Dial A Battery sales in accordance with the set monthly and annual targets and create motivation strategies for Agents to meet individual targets
  4. Through the CRM system, continuously monitor that complaints are resolved & Solar Sales leads & Battery RFQs addressed within the set SLAs
  5. Prepare Call Centre Agents’ monthly shift schedule ensuring adherence to the weekly maximum working hours
  6. Liaise with HR/Payroll to ensure that Agents are paid overtime for working on public holidays
  7. Create and manage Agents’ break schedule & availability ensuring that the daily/ weekly & monthly Service Level targets are met
  8. Share hourly and daily updates on Dial A Battery sales as well as Service Level statistics
  9. Assist in training of new hires and in conducting staff appraisals
  10. Co-ordinate Call Centre staff meetings / de-briefs
  11. Monitor key Agent KPIs on a daily basis
  12. Co-ordinate outbound Call Campaigns and assign tasks to Agents
  13. Disseminate new product & service information to Agents and ensure that they are well versed on the same.
  14. Make recommendations on how to increase efficiencies and increase customer satisfaction at the Call Centre
  15. Handle any ad-hoc matters that arise at the Call Centre & if unable to resolve immediately, escalate to the HOD
  16. Prepare and submit daily, weekly and monthly reports on relevant Call Centre KPIs to the HOD
  17. Monitor staff leave schedules and ensure business continuity 

Customer Experience Back-Office Management

  1. Ensure that all incoming customer requests received across all social media pages are addressed fully to facilitate for a 100% response rate & one-hour response time
  2. Through the CRM system, continuously monitor that complaints are resolved & Solar Sales leads & Battery RFQs addressed within the set SLAs
  3. Monitor the monthly Service Contracts schedule and liaise with the Technical department ensure schedule adherence for all planned services
  4. Advise the back-office team on written responses to difficult/ irate customers and escalate major complaints to the HOD
  5. Monitor the dedicated Customer Service mailbox and ensure that all customer requests are addressed within one hour
  6. Prepare and share the NPS reports every month with all stakeholders
  7. Review, compile and share monthly reports prepared by the BO Customer Experience Assistants
  8. Monitor staff leave schedules and ensure business continuity

 

KEY PERFORMANCE INDICATORS:

  • Maintain the target Call Centre Service Level by ensuring prompt handling all inbound calls within the set ring-time and ensuring schedule adherence
  • To support all marketing-related programs by meeting Dial A Battery sales targets
  • Ensuring adherence to the set call quality parameters in order to provide customers with quality telephone interactions
  • Following set customer service standards and ensuring adherence to all scripts and processes

 

SKILLS & EXPERIENCE:

  • Bachelor’s Degree or Diploma in Business Administration, Sales & Marketing or related business studies
  • A minimum of 3 years’ professional experience in Customer Experience, with at least 2 years in a Call Centre environment
  • A proven track record in customer satisfaction / NPS and telemarketing
  • Aged 28 years and above
  • 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 as a team player
  • Outgoing personality and demonstrated passion for customers

Share Job Post

Nairobi
| Full Time |
KSh Confidential
Job Function Customer Service & Support
1mo
Nairobi
| Full Time |
KSh Confidential
Job Function Customer Service & Support
1mo
Anonymous
Nairobi
| Part Time |
KSh 0 - 15,000
Job Function Customer Service & Support
1mo
Nairobi
| Full Time |
KSh Confidential
Job Function Customer Service & Support
1mo

Log In to apply now