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1 month ago

Job Summary

As a supervisor you will support the Team Manager in managing a team of customer service Representatives in Nairobi. Key to the role will be developing and coaching the team to deliver a high-quality customer centric service offering.

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

Job Description/Requirements

Our client an international health insurance organization expanding operations in Kenya seeks to hire a well experienced and dedicated Customer Service Supervisor.  
•    Location: Nairobi
•    Employment Type: Full Time
•    Job Level: Mid level
•    Minimum Qualification: Bachelor

Job Summary
As a supervisor you will support the Team Manager in managing a team of customer service Representatives in Nairobi. Key to the role will be developing and coaching the team to deliver a high-quality customer centric service offering.

Job Description

Your role includes:

•    Review and assess inventory levels co-ordinating daily allocations and planning ahead to maximise staffing levels to maximise results.
•    Set team and individual goals and actively follow up on them.
•    Ensure that productivity, quality and customer satisfaction, are managed within own team and motivation of the individuals and team to achieve the operational KPI’s
•    Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.
•    Striving to provide excellent service to our members and clients.
•    Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance by providing coaching and skill development in collaboration with the Management Team.
•    Ensure appropriate performance management actions are taken.
•    Having quarterly check-in conversations with all team members.
•    Promote a culture of continuous improvement and be fully responsible for the implementation of new ways of working and the measurement of the results in alignment with the broader Strategy and in coordination with the Management Team
•    Taking ownership of any escalated cases and provide updates to the Team manager on any issues
•    Proactively address and/or escalate any risks to the Team Manager
•    Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.  Actively encourage all team members to do likewise.
•    Being able to represent the Organisation during client visits, absences, stakeholder meetings, or act as a relationship manager towards some our strategic partners.

YOUR PROFILE

•    Bachelors degree in relevant field
•    3 years leadership experience in Customer Service
•    Strong performance track record
•    International mind-set, with holistic and able to work remotely with peers across locations
•    Active and fluent in at least English an extra language such as French will be an added advantage
•    Experience and/or interest in coaching, managing, developing and motivating individuals
•    Experience in complaint management - with a proven track record in improving customer service standards
•    Strong presentation skills, and knowledge of Window tools, e.g. Excel, PowerPoint, Windows
•    A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
•    Excellent interpersonal skills: strong empathy and listening skills, strong articulation and communication skills
•    Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members
•    Action-orientated problem-solving attitude
•    Excellent organization, planning and prioritization skills
•    Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
•    Results orientated – ability to cascade and translate goals, establish plans and manage work to achieve desired outcomes. Create meaningful business-related metrics and track progress/results
•    Accountability – assume ownership for achieving personal results and collective team goals
•    Analytical and proactive: questions current work procedures and suggests ways to meet deadlines without compromising quality.
•    Personal flexibility

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