Job Description
Our client is Africa’s pioneering provider of triple-play services (broadband internet, multichannel cable television and voice telephony). The group was created through the acquisition and integration of 8 East African companies and also has activities in the B-to-B market, amongst others with VSAT services.
The company is currently offering a combination of cable television and internet services to residential and corporate customers in Kenya and Tanzania. They are in the process of rolling out Africa’s most innovative HFC (Hybrid Fiber Coax) network over which triple play services will be offered.
Our client’s vision is to become a leading pay TV operator, by launching a DTH (Direct to Home) service via satellite in the East African region. The new service will eventually cover nine countries in the larger East African region: Kenya, Uganda, Tanzania, Rwanda, Burundi, Malawi, Ethiopia, Sudan and Zambia.
The current management team consists of seasoned cable, DTH and programming executives, with a demonstrated track record of success in creating and managing activities in their respective lines of business, specifically in emerging markets.
The Customer Service Manager will be responsible to deliver exceptional Customer Service performance by self and team by overseeing the overall performance of the Customer service department through excellent customer service, query and incident resolution as well as business development across the board through cross-selling. He/she will also be involved in recruiting, inducting, appraising and leading the call centre team, acting as a point of both knowledge and escalation, managing multiple stakeholders and driving service improvement.
Reporting to the Customer Experience Director, The Customer Service Manager will be responsible for:
• Leadership
• Analysis, Reporting and Feedback
• Process Improvement and Management
• Collaborating and Business Support
• Customer Service
Responsibilities:
- Manage the Customer service department to provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.
- Develop tools such as questionnaires and surveys aimed at recognizing customer needs and developing proactive mechanisms of meeting and surpassing these needs.
- Manage customer queries and complaints by taking ownership and resolving in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.
- Manage the Call Centre in an effective and efficient manner so as to provide a seamless and one point of support to all our clients
- Daily monitoring of the customer complaints register to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.
- Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant ICT regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.
- Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.
- In conjunction with the Chief Commercial Officer, agree on challenging performance objectives and measures for the team, providing regular feedback on honest assessment and achievemen
- Pursue team and personal development to increase effectiveness/efficiency, acknowledging strengths and areas of development as well as share knowledge experience and best practice with other team members.
- Assisting the marketing team in the management and implementation of new product launches via advertising to existing and potential clients by use of the key modes of communication at the disposal of the Customer service department.
- Contribute to product development and improvement through continuous feedback analysis collected from clients.
Requirements:
- University Degree in a Business related field. An MBA would be an added advantage.
- At least 7 years of Customer management experience, with at least 3 years at senior level.
- Experience of managing and driving service improvement whilst managing multiple stakeholders within a similar contact centre
- Experience in Call Centre Service Activities, systems and procedures
- Knowledge and experience in reading, analyzing, and interpreting periodical reports, and technical procedures.
- Experience in writing reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.