Technical Head of Customer Care Job in Nairobi (300K) - Innovative Telecom Company

Job Title: Technical  Head of Customer Care
 

Industry:  Telecommunications
 

Location: Nairobi
 

Salary Range: 200K – 300K

Our client is an innovative telecom company with a vision to enable affordable mass-market voice and data communications in developing countries.  

They  intend to deploy a public WiFi Service in Kenya with the aim of providing affordable access to content and the Internet to low income members of society. 

They seek to hire an innovative and dynamic individual to fill in the position of Head of customer care.

 

Key Responsibilities

• Responsible for realizing the  customer care KPIs of the company


• Supports the manager operations with the rest of the team to develop and realize the strategy for the company


• Act as liaison between the local team (customer care) and the COO in the UK


• Manage the direct reports, act as first level of escalation. Assist in solving issues on a process or priority level


• Efficiently manage the partners (outsourced HR partner)


• Plan the team to ensure 24/7/365 monitoring of the customer care KPIs


• Ensure trouble tickets within a domain are solved within KPIs and that structural improvements are implemented


• Champion the company brand identity and culture


• Ensure compliance with established standard policies and procedures


• Help set up and improve workflow processes when and where needed


• Manage external vendors and agency partners as needed

Key Skills & Competencies:

• Excellent (project) management and organizational skills


• Operational and customer service management expertise


• Excellent written and verbal communication skills


• Ability to prioritize and balance multiple projects simultaneously


• Comfortable with web-based trouble ticketing tools and collaboration technologies


• Team leader


• Results driven, hands-on, proactive & able to work autonomously


• Enjoys transferring knowledge to the team, enabling their performance improvement


• Ability to work in a fast-paced environment


• Must enjoy working under pressure, with challenging timelines and targets


• Capable of delivering against KPIs


• Problem solving attitude


• Flexible, change embracing in rapidly evolving work and market environment


• Ability to relate to and work with a wide variety of stakeholders

Education & Experience

• Bachelor’s degree in engineering or related field


• Over 5 years experience in customer service roles


• Telephony and/or ISP experience is a must


• Excellent knowledge of customer support tools

How to Apply

If you are up to the challenge, possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Technical Head of Customer Care) to recruitment@corporatestaffing.co.ke before Wednesday 29th September, 2015

Kindly indicate current/last salary on your CV

N.B: We do not charge any fee for receiving your CV or for interviewing

Only candidates short-listed for interview will be contacted.