Customer Experience Team Leader Jobs in Kenya
Customer Experience Team Leader Jobs in Kenya Our client is a leading battery and renewable energy distributor in the region.
They seek to hire a well-organized and result-oriented Customer Experience Team Leader who will lead the customer service team in offering prompt and valuable customer assistance hence ensuring client loyalty and retention.
Lead the call center team and co-ordinate day-to-day planning and operations
Liaise with the quality analysts to evaluate agent performance and ensure that quality standards are continuously met
Push for sales in accordance with the set monthly and annual targets and create motivation strategies for agents to meet individual targets
Continuously ensure that complaints are resolved, leads and RFQs are addressed within the set SLAs
Prepare agents’ monthly shift schedule ensuring adherence to the weekly maximum working hours
Liaise with HR/Payroll to ensure that agents are paid overtime for working on public holidays
Share hourly and daily updates on sales as well as service level statistics
Assist in training of new hires and conduct staff appraisals
Co-ordinate call centre staff meetings / de-briefs
Monitor key agent KPIs on a daily basis
Co-ordinate outbound call campaigns and assign tasks to agents
Disseminate new product and service information to agents and ensure that they are well versed on the same.
Make recommendations on how to increase efficiencies and increase customer satisfaction at the call centre
Prepare and submit daily, weekly and monthly reports on relevant call centre KPIs to the HOD
Ensure that all incoming customer requests received across all social media pages and email are addressed fully to facilitate for a 100% response rate and one-hour response time
Monitor the monthly service contracts schedule and liaise with the technical department to ensure schedule adherence for all planned services
Skills & Qualifications
Bachelor’s Degree or Diploma in Business Administration/Sales & Marketing or a related field of study
Minimum of 3 years’ experience in customer experience, with at least 2 years leading a call centre team
A proven track record in customer satisfaction and telemarketing
Superior verbal and written communication skills, with an ability for tact and diplomacy
Excellent interpersonal, organizational, multi-tasking and time-management skills
Ability to work with diverse teams
Outgoing personality and demonstrated passion for customers
Candidates should be 28 years and above
How to Apply
For more information and job application details, see; Customer Experience Team Leader Jobs in Kenya
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