Virtual HR Customer Care Manager Jobs in Kenya
Virtual HR Customer Care Manager Jobs in Kenya
Job Description Our client, Kasha Technologies Ltd (kasha.co), an exciting and fast-growing eCommercestart-up company in East Africa focused on women’s health and personal care, is looking for a dynamic, innovative and result-orientated individual to fill in the following position in Nairobi:
Reporting to the Kasha Kenya Managing Director, the Customer Care Senior Managerwill be responsible forrunningthe existing Customer Care team and growingKasha’s customer support department in service of scaling its operations across Kenya. The Customer Care Senior Managerwill also be responsible for supporting clients brought in through Kasha’s institutional sales business which is made up of both corporate and agent-led customers.
Responsibilities
Develop and own the implementation of the Customer Care strategy that defines how to enhance customer satisfaction as well as build new customer support systems that will service customers in new locations
Identify customer needs and issues, and designing and implementing solutions and improvements to increase customer satisfaction across all purchasing and marketing channels
Develop and achieve Customer Care performance objectives in line with predefined Service Level Agreementsand driving the tracking and accomplishment of these expectations
Monitor the Customer Care team performance through tools, listening in on calls, reviewing outgoing communication and performing ad hoc customer feedback surveys to ensure that the Customer Care team is performing in line with customer satisfaction expectations
Train other customer facing teams on how to handle customer inquiries to the point of resolution and ensuring that they are meeting Kasha customer satisfaction expectations
Create strong internal relationships with the various teams that will support your ability to provide strong service delivery
and customer satisfaction
Regularly share business reports and updates, as well as key learnings, wins, failures and best practices.
Proactively communicate business risks/opportunities and customer feedback back to internal stakeholders and peers
Plan, forecast and manage against an operating budget.
Qualifications
Bachelor’s Degree/Diploma in Business or related field.
At least 5 years’ experience as a Customer Care Manager in an eCommerce or retail related-type of business
Experience in Customer Care Team and Functional Management showing ability to lead, manage and support a multi-skilled team
Proven ability to analyse customer data, and develop innovative solutions
Advanced digital skills and experience implementing and using customer care tools, designing reports and performing data analysis and presenting performance results
Experienced people manager with a track record of professionally growing employees
Passionate about social issues, especially in the area of women’s health
How to Apply
Interested candidates are requested to forward their updated CVs to
recruit@virtualhr.co.ke stating the subject heading ‘CUSTOMER CARE SENIOR MANAGERby 27thJanuary 2021clearly indicating their current and expected remuneration (MUST), daytime telephone contacts and addresses of three referees. The position is filled as soon as a suitable candidate is found. Only shortlisted candidates will be contacted.
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