Customer Experience Team Leader Jobs vacancy kenya 2019
Career Employment Kenya: Customer Experience Team Leader Jobs vacancy kenya 2019
Job Description: Today Work Kenya

Our client is the largest battery and
renewable energy distributor in East Africa with core business being the
distribution of automotive batteries as well as the distribution &
installation of solar PV systems, power back-up systems and solar water-heating
systems. 

 

ROLE DESCRIPTION:

The Customer Experience Team Leader will
provide quality and efficient Customer Experience to customers through the
daily management of a team of employees including motivating, recognizing and
rewarding, coaching, counselling, training, and problem solving. The successful
candidate will also be expected to ensure individual staff members are
performing against targets, while regularly reviewing their performance and
coaching them to do so.

 

KEY RESPONSIBILITIES:

Call
Centre Team Management

  1. Lead the Call Centre team & co-ordinate
    day-to-day planning & Call Centre operations
  2. Liaise with the Call Centre Quality
    Analysts to evaluate Agent performance through regular listening in on calls
    and weekly call calibration sessions & to ensure that quality standards are
    continuously met
  3. Push for Dial A Battery sales in accordance
    with the set monthly and annual targets and create motivation strategies for
    Agents to meet individual targets
  4. Through the CRM system, continuously
    monitor that complaints are resolved & Solar Sales leads & Battery RFQs
    addressed within the set SLAs
  5. Prepare Call Centre Agents’ monthly shift
    schedule ensuring adherence to the weekly maximum working hours
  6. Liaise with HR/Payroll to ensure that
    Agents are paid overtime for working on public holidays
  7. Create and manage Agents’ break schedule
    & availability ensuring that the daily/ weekly & monthly Service Level
    targets are met
  8. Share hourly and daily updates on Dial A
    Battery sales as well as Service Level statistics
  9. Assist in training of new hires and in
    conducting staff appraisals
  10. Co-ordinate Call Centre staff meetings /
    de-briefs
  11. Monitor key Agent KPIs on a daily basis
  12. Co-ordinate outbound Call Campaigns and
    assign tasks to Agents
  13. Disseminate new product & service
    information to Agents and ensure that they are well versed on the same.
  14. Make recommendations on how to increase
    efficiencies and increase customer satisfaction at the Call Centre
  15. Handle any ad-hoc matters that arise at the
    Call Centre & if unable to resolve immediately, escalate to the HOD
  16. Prepare and submit daily, weekly and
    monthly reports on relevant Call Centre KPIs to the HOD
  17. Monitor staff leave schedules and ensure
    business continuity 

Customer
Experience Back-Office Management

  1. Ensure that all incoming customer requests
    received across all social media pages are addressed fully to facilitate for a
    100% response rate & one-hour response time
  2. Through the CRM system, continuously
    monitor that complaints are resolved & Solar Sales leads & Battery RFQs
    addressed within the set SLAs
  3. Monitor the monthly Service Contracts
    schedule and liaise with the Technical department ensure schedule adherence for
    all planned services
  4. Advise the back-office team on written
    responses to difficult/ irate customers and escalate major complaints to the
    HOD
  5. Monitor the dedicated Customer Service
    mailbox and ensure that all customer requests are addressed within one hour
  6. Prepare and share the NPS reports every
    month with all stakeholders
  7. Review, compile and share monthly reports
    prepared by the BO Customer Experience Assistants
  8. Monitor staff leave schedules and ensure
    business continuity

 

KEY PERFORMANCE INDICATORS:

  • Maintain the target Call Centre Service
    Level by ensuring prompt handling all inbound calls within the set ring-time
    and ensuring schedule adherence
  • To support all marketing-related programs
    by meeting Dial A Battery sales targets
  • Ensuring adherence to the set call quality
    parameters in order to provide customers with quality telephone interactions
  • Following set customer service standards
    and ensuring adherence to all scripts and processes

 

SKILLS & EXPERIENCE:

  • Bachelor’s Degree or Diploma in Business
    Administration, Sales & Marketing or related business studies
  • A minimum of 3 years’ professional
    experience in Customer Experience, with at least 2 years in a Call Centre
    environment
  • A proven track record in customer
    satisfaction / NPS and telemarketing
  • Aged 28 years and above
  • 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

CLICK HERE TO APPLY ONLINE