Head of Customer Service Job in Nairobi, Kenya (200K)

Job Title: Telecommunication Head of

Customer Service
 

Industry: Telecommunications
 

Salary: 150K – 200K

Our Client is a telecommunication company with a vision to enable affordable

mass market voice and data communications by providing affordable access to

content and the Internet to low income members of society. 

They

are looking to hire a passionate and dynamic Head of Customer Service who will

be responsible for the overall successful formulation and delivery of the

Customer Service strategy for the company.

• Creation
  
  & Approval of the Customer Service Plan for each financial year


• Successful
  
  Execution of the approved Customer Service Plan


• Successful
  
  Management and overall performance of the Customer Service Team


• Responsible
  
  for realizing the customer care KPIs of the company


• Supports
  
  the General Manager operations with the rest of the team to develop and
  
  realize the strategy for the business


• 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 domain are solved within KPIs and that structural
  
  improvements are implemented


• Review
  
  team output, align where needed


• Identify
  
  learning requirements within team and act upon those



• Assist
  
  in enabling and empowering the team to get the work done


• 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

Education & Desired Key Skills & Competencies:

• Bachelor’s
  
  Degree  in Engineering or any other related field


• 3
  
  – 5 years’ experience in customer service roles


• Internet 
  
  and/or ISP experience is a MUST, telecommunications will be an added
  
  advantage


• Excellent
  
  knowledge of customer support tools


• Excellent
  
  (project) management and organizational skills


• Operational
  
  and customer service management expertise


• Must
  
  understand start up culture and specifics, experience working within early
  
  stage start up organizations will be an added advantage


• 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 and good people manager


• Passion
  
  for customer delight


• Getting
  
  things done


• Consistency
  
  in quality of look and feel, tone of voice


• 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

If you are up to the challenge, posses the necessary

qualification and experience, please send your CV only quoting the job title on

the email subject (Telecommunication Head of Customer Service) to

jobs@corporatestaffing.co.ke on or before Wednesday 6th April, 2016.

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.