Customer Service Team Leader Job in Kenya

Position: Customer Service Team Leader

Nature of Job: Full time

Location: Nairobi

Salary: 50K


Duties and Responsibilities:

• Monitor Product Support Agents calls and review emails for accuracy of information and call handling standards.
• Ensure that Product Support Agents are delivering a high level of customer service.
• Verify that agents are providing accurate solutions to customers.
• Record evaluations utilizing departmental quality monitoring forms.
• Deliver coaching feedback to agents on call and email performance.
• Provide Supervisors and the Manager with regular performance feedback on the agents.
• Assist with quarterly CSAT program by working with the Salesforce administrators on the delivery of the surveys and evaluating customer feedback received from the surveys.
• Prepares and analyzes quality reports for Management review.
• Participates in the design of quality monitoring forms and quality standards.

Skills and Competencies:Personality:

• Integrity and diligence
• Professional Capability:
• Having a high level of initiative and drive
• Having strong sense of responsibility and commitment to one’s duties
• Able to follow given instructions
• Time management skills
• Work Related Capability:
• Prior supervisory or leadership experience preferred.
• Proven ability to achieve and maintain departmental quality standards.
• Professional demeanor, dependable, and able to maintain confidential information.
• Strong written communication skills.
• Excellent grammar, spelling, and sentence construction.
• Exceptional listening and analytical skills
• Strong knowledge of customer care processes and techniques.
• Must exhibit excellent leadership, communication, and interpersonal skills.
• Must have familiarity with Internet software and Windows operating systems.
• Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents.
• Proficient in Word, Excel and PowerPoint for presentations and reports required.
• Demonstrated ability to train and develop new and existing support agents.
• Flexible, detailed, and able to successfully adapt to change.
• Ability to work independently.
• Excellent attention to detail.
• Experience with RealPage products or with call center quality assurance practices preferred
• Ability to work extended hours as needed

Education / Experience:

• Bachelor’s degree or equivalent with experience in related industry.
• Minimum 2 years of experience performing Quality Assurance OR as a Team Leader in a call center environment is preferred.
• Experience in developing and implementing QA programs highly preferred.

How to Apply

Qualified candidates should send their application letters and CV’s quoting relevant skills and experience to info@royalagencies.co.keOnly shortlisted candidates will be contacted.