Head of Customer Care Job

Head of Customer Care

Location: Nairobi
Industry: Information Technology
Our client is a highly innovative telecom company, founded in 2013 with the vision to enable affordable mass-market voice and data communications in developing countries.
They are seeking to recruit a Head of Customer Care.
The ideal candidate will manage the day to day operations of the network most on tactical and operational level

Duties and Responsibilities

• Responsible for realizing the customer care KPIs
• Supports the manager operations with the rest of the team to develop and realize the strategy for the organization
• 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
• Champion the company brand identity and culture
• Lead by example
• Set targets for the direct reports and their teams; track progress, monitor, evaluate and adjust where necessary
• 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

Key Skills & Competencies:

Skills

• Excellent (project) management and organizational skills
• Operational and customer service management expertise
• 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

Behavioral competencies

• 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

Education & Experience

• Bachelor’s degree engineering or related field
• Over 5 years experience in customer service roles
• Telephony and/or ISP experience is a must
• Excellent knowledge of customer support tools

How to Apply
To apply, send your CV and cover letter only to recruit@flexi-personnel.com before close of business 16th October, 2015.
Clearly indicate the position applied for on the subject line.