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.

    Key Responsibilities

  • 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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