Wasoko Head of Customer Support & Engagement - Jobs in Kenya

Wasoko Head of Customer Support & Engagement - Jobs in Kenya

About the Role

The Head of Customer Support & Engagement is responsible for developing a world-class call-center driven operation across both of these mission-critical areas. You and your team will be Wasoko’s front line, working to help solve customer challenges and support them throughout their experience. This role requires an individual with experience running and managing a call center, the passion to drive exceptional performance, and the entrepreneurial creativity to constantly optimize and develop new solutions. If this describes you please get in touch!

Key Roles & Responsibilities

Work collaboratively with business leads to understand and translate strategic objectives into experiences that delight customers

Design and outfit a customer support operation that delivers consistently strong issue resolution, FCR & CSAT while minimizing AHT

Drive an inside sales team ensuring they achieve contact, sales & engagement targets

Identify and communicate customer insights that drive product improvements which reduce the need for support, deflect users to scaled support and/or otherwise minimize contact rates

Establish a process for identifying Top User Issues and their impacts, regularly sharing those insights with

business & product stakeholders in an effort to address them

Requirements & Skills

Bachelor's degree or equivalent practical experience

+5 years in a call center environment, including time in a managerial role

Strategic and analytical thinker with a professional and positive disposition

Strong ability to communicate across various levels throughout the organization

Customer obsessed mind set

Proven track record of being proactive and innovative

Ability to lead and motivate teams

Background in sales, especially FMCG / General trade sales is a big plus

+3 years of experience in startup environment also a plus

For more information and job application details, see; Wasoko Head of Customer Support & Engagement - Jobs in Kenya


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