Our
Client is a company investing in using mobile payments for energy services. The
company is launching a new service using mobile payments to make renewable
energy products, such as solar lanterns, affordable to low-income people. The
service will enable customers use mobile payments such as M-PESA to pay for
renewable energy products and services on a “pay-per-use” basis, making them
much more affordable especially to low-income users.
The energy products are distributed and sold through a network of local agents and outlets who are paid
commission when customers send payments.
The company is seeking an energetic, entrepreneurial and experienced head of
customer service to support the launch and expansion of the new product.
Reporting to the Chief Executive Officer you will be expected to; The energy products are distributed and sold through a network of local agents and outlets who are paid
commission when customers send payments.
Responsibilities
Formulate,
plan and execute customer service strategies;
Develop and implement policies and procedures including call-scripts, performance monitoring and team schedules;
Design and implement reports to monitor performance of CCR team;
Develop and analyse reports on customer behaviour and formulate strategies to improve customer performance;
Work with team members to investigate and resolve complex complaints or issues raised by customers, e.g. relating to service or product performance;
Manage growth of professional team;
Direct day-to-day activities of customer service department.
Develop and implement policies and procedures including call-scripts, performance monitoring and team schedules;
Design and implement reports to monitor performance of CCR team;
Develop and analyse reports on customer behaviour and formulate strategies to improve customer performance;
Work with team members to investigate and resolve complex complaints or issues raised by customers, e.g. relating to service or product performance;
Manage growth of professional team;
Direct day-to-day activities of customer service department.
Requirements
University
degree in Business Administration, Marketing or a related field.
5+ years high-level experience in customer care, preferably in a related industry: financial, mobile-money or other commission based product/service in East Africa.
Proven ability to build and manage a professional CCR team and support functions, in a comparable industry.
Capacity to innovate, creating new processes and structures across customer team.
Ability to work efficiently in a high demand, team oriented environment.
Ability to assimilate customer feedback and lead planning and execution of high level customer-facing strategies.
Knowledge of the local business environment, particularly in financial services, mobile money or telecoms industries.
Excellent computer literacy, communication and analytical skills.
Affinity towards entrepreneurship, understanding potential benefits of mobile technology to low-income people.
5+ years high-level experience in customer care, preferably in a related industry: financial, mobile-money or other commission based product/service in East Africa.
Proven ability to build and manage a professional CCR team and support functions, in a comparable industry.
Capacity to innovate, creating new processes and structures across customer team.
Ability to work efficiently in a high demand, team oriented environment.
Ability to assimilate customer feedback and lead planning and execution of high level customer-facing strategies.
Knowledge of the local business environment, particularly in financial services, mobile money or telecoms industries.
Excellent computer literacy, communication and analytical skills.
Affinity towards entrepreneurship, understanding potential benefits of mobile technology to low-income people.
How to apply:
Send
your application including a cover letter indicating your desire to work with
our client; a detailed CV highlighting relevant experience, details of current
and expected salary, a daytime phone contact, email address, and the names of
three professional referees by close of business Friday 21st October 2011.
Adept Systems
MANAGEMENT CONSULTANTS
P O Box 6416, Nairobi, GPO 00100
Email: recruit@adeptsystems.co.ke
Web: www.adeptsys.biz
Only short listed candidates will be contacted. Please note that we do not
charge fees for receiving or processing job applications. Visit our website for
more vacancies.Adept Systems
MANAGEMENT CONSULTANTS
P O Box 6416, Nairobi, GPO 00100
Email: recruit@adeptsystems.co.ke
Web: www.adeptsys.biz
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