Customer Care Team Leader Job in Nairobi Kenya

Aug 19, 2017

Position: Customer Care Team Leader
 
Location: Nairobi – Kenya  
 
Industry: Transport

Our client, a leading Fleet Management and Asset Tracking solutions provider is urgently seeking to hire an energetic and Internet-savvy Customer Care Team Leader to develop and manage a growing Customer Care Team.




The team leader will help continuously improve the customer experience through establishing processes for the growing customer care team, training team members on best practices, and reporting on key performance metrics.


Customer support will be delivered primary over the phone, SMS, and social media.


Experience working in various customer care management/ticketing tools is required.

Duties and Responsibilities    

• Manage team of Customer Care representatives to ensure the highest level of customer service is provided


• Triage escalated customer issues and serve as expert on issue resolution


• Design training and documentation to ensure all processes are properly followed


• Prepare and deliver to management weekly and monthly reports on key performance metrics


• Work closely with Operations and Tech teams to align work and customer needs

Key Competencies & Qualifications

• The applicant must hold a bachelor’s degree of any discipline from a recognized University


• Must have at least 3 years’ experience working as a Customer Care Team Leader either within a mobile operator or Internet Service Provider


• Ability to build strong and long-lasting profitable relationships


• Self-motivated, disciplined


• Goal & results oriented


• Training delivery


• Customer support, CRM systems


• Team leadership


• Conflict and complaint resolution


• Sales Support

How to Apply

To apply, send your CV and cover letter only to jobs@linkarkconsultants.com before close of business 21st August, 2017.


Clearly indicate the position applied for and expected salary on the subject line.