Head of Customer Experience Jobs in Nairobi, Kenya
Head of Customer Experience Jobs in Nairobi, Kenya
Our client is a leading battery and renewable energy distributor in the East African region with thousands of retail branches in the region.
They seek to hire a highly skilled Head of Customer Experience tasked with leading the regional Customer Experience team as well as the regional implementation of policies, operational controls, change management, and growth proposition, with external partners and internal stakeholders.
Key Responsibilities
Lead the Customer Experience function and develop a strategic approach to Customer Experience
Manage the regional Call Centres & continuously develop team capacity to meet Service Levels
With the assistance of the Customer Experience Team Leader, monitor Call Centre Agent performance & ensure adherence to the set call quality parameters in order to provide customers with quality telephone interactions
Deliver an exceptional level of service for customers across all touch points by ensuring quick resolution of customer complaints, as well as quick and consistent responses to customers via phone, email, WhatsApp and Live Chat
Promote innovation, automation, efficiency and customer focus in service delivery
Actively promote their online delivery service and facilitate its growth through increased sales volumes across East Africa
Continuously improve the existing customer experience policies and strategies & implement new strategies
Work closely with other internal teams (Technical, Sales) and influence them to continuously improve service levels and operational standards
Train, manage, coach and motivate the different CX teams by continuously sharing best practices
Daily monitoring of customer satisfaction measurements through Net Promoter Score
Provide feedback to the Executive Management regarding key customer concerns
Conduct other Customer Experience projects as assigned
Skills & Qualifications
Bachelor’s Degree in Business Administration, Sales & Marketing or related business studies with excellent MS Excel skills. A
Master’s Degree will be an added advantage
Minimum of 5 years’ professional experience in Customer Experience, 3 of which should be in a Senior Management position
Strong leadership and management skills with the ability to motivate, coach and mentor diverse and remote teams
Must be a Customer Experience expert who is sales-oriented
Experience in managing a Call Centre team and knowledge of key Call Centre metrics
Knowledge in Customer Experience software (Microsoft Dynamics 365 Cloud CRM)
Expertise in Customer satisfaction measurement and excellent knowledge of Net Promoter Score
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 as a team player
Outgoing personality and demonstrated passion for customers
Logical, methodical & results driven – A strategic thinker
Pro-active with a sense of responsibility
Strong communication skills in the English Language
How to Apply
If you are up to the challenge, possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Head of Customer Experience – Nairobi) to vacancies@corporatestaffing.co.ke on or before Tuesday 8th December 2020.
N.B
We do not charge any fee for receiving your CV or for interviewing.
Only candidates short-listed for an interview will be contacted.
Find jobs in Kenya. Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.
Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.
Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!
Click here to post comments
Join in and write your own page! It's easy to do. How? Simply click here to return to NGO Jobs in Africa.
