Customer Care Team Leader
Location | Nairobi, Kenya |
Date Posted | March 4, 2021 |
Category |
Customer Service
|
Job Type |
Full-time
|
Currency | KES |
Description
This company was formerly known as SmartCook Energy. Last-mile energy networks for Africa’s cities. Smarter commerce for urban Africa. Unique rich media delivery platforms. Our mission is to improve life for everyone in Africa’s cities.
Your Role
As Customer Care Team Leader, you will organize and direct the day-to-day activities of a team of Customer Care Reps to resolve customer issues, deliver superior customer service and ensure customer satisfaction.
What You Will Do
- Manage and support a team of Customer Care Reps to receive inbound calls, place outbound calls, and conduct field visits
- Organize weekly schedules and plans, monitor teams’ attendance and execution of tasks
- Provide day-to-day problem solving and coaching and answer Customer Care Rep questions, assign tasks, follow-ups and give instructions as necessary
- Ensure team members obtain the appropriate training and support
- Give voice to KOKO customers by understanding and reporting recurring questions and issues
- Communicate openly and honestly with KOKO customers
- Build, manage, and maintain strong, positive customer relationships
- Resolve escalated customer queries and further escalate issues to senior management, as appropriate
What You Will Bring to KOKO
- 3+ years of work experience, including prior experience in a call center
- 1+ year of management experience
- Strong phone contact handling and active listening skills
- Empathetic customer orientation and ability to adapt and respond to challenging situations
- Excellent written and oral communication skills
- Proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
- Familiarity with customer management systems (ZenDesk, FreshService, QueueMetrics) preferred
- Ability to multitask, prioritize, and manage time effectively.
- Results orientation and comfort in a performance-driven work environment