Customer Care Team Leader

Position Title: Customer Care Team Leader.

Location: Nairobi.

Reports into: Head of Marketing and Customer Care.

Company Background.

We are a social enterprise and the largest waste management and recycling company in Kenya. We are fully vertically integrated and are active in: waste collection, sorting at material recovery facilities, composting of organic waste, buying materials from waste workers at dumpsites, plastic recycling and hazardous waste incineration. Our average recycling rate is 90%, which is one of the highest recycling rates in the world. We have been operating since 2011, manage more than 2,500 tons of waste every month and employ 700 staff. We also help more than 800 informal waste workers in the circular economy increase their income by at least 50%.

Summary of Role

The Customer Care Team Leader will be the first escalation point for the customer care representatives. The role will be reporting to the Head of Marketing and Customer Care. Find below the highlight areas for that role:

● Data analysis and reports

● Relationship building and client retention

● Guidance & mentoring 

The candidate is expected to spend the majority of the time in the office and occasional visits to the waste recovery facility and the client’s sites.

Roles & Responsibilities:

1. Relationship Management

a. Maintain a database of corporate customers and act as the contact person for all their queries

b. Attend review meetings for corporate clients and ensure adherence to service level agreements

c. Ensure all queries raised by corporate clients are logged in, followed-up and closed once addressed.

d. Ensure all escalated matters are given priority and are only closed once customer satisfaction has been achieved.

2. Client Retention

a. Constantly innovate customer retention and reward schemes to drive leading customer experiences to ensure that Takataka Solutions becomes a reputed leader in creating the best & most consistent customer experiences.

3. Client Facing Activities

a. Conduct training for corporate clients and assist the head of Customer care in hosting clients at the recycling facility.

4. Team Management:

a. Ensure quality standards are maintained in client calls, emails and all interactions through random checks, audits and regular monitoring

b. Provide on-the-floor support to customer service representatives and act as the first line of escalation for customer support.

c. Ensure all customer care reps log in all incidents and maintain records of follow-up and resolution

d. Hold weekly meetings with the customer care team, identify emerging issues and training needs and escalate to the head of customer care

e. Coordinate with user departments and hold regular internal review meetings to ensure client queries are addressed in a timely manner

5. Documentation

a. Ensure all contracts for corporate clients are up to date, signed and operational

b. Prepare weekly reports on performance of customer care representatives on agreed parameters.

c. Ensure compilation of Customer Satisfaction score by customer care reps and conduct data analysis for reporting purposes.

Qualifications:

1. Degree in Business studies/Public relations/Social studies/Environmental studies or any other related field.

2. Certificate in customer care skills will be an added advantage.

3. At least three years’ customer care experience in a corporate setting.

4. At least two years in a supervisory role.

5. Proficiency in computer applications especially Microsoft excel.

6. Proficient in report writing and keeping.

7. Basic understanding in data analysis.

8. Smart, presentable and confident for public speaking.

We are an equal opportunity employer. Canvassing of any kind will lead to automatic disqualification.