Job Title: Telecommunication Head of
Customer Service
Industry: Telecommunications
Location: Nairobi
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.
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.
Key
Responsibilities
- 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.
