Call Centre Manager Job in Kenya - Mobile Based Agric Platform

Our Client, Africa’s leading mobile-based agric platform, is expanding into East Africa. We have recently opened an office in Nairobi Kenya and are looking for smart, dynamic go getters who want to make a difference in people’s lives through private technology interventions. If you’re ambitious and looking to do something different, then come join our client and help us transform the way African agricultural markets work. 
The current open position is:

Call Centre Manager

Job Purpose: Your role as the leader of the Call Centre Team is to ensure that the organization satisfies its customer’s needs. 

You may be required to work at various levels, from ‘back office’ to the front end of the business, dealing with customer queries, both online and offline. 
Since this is a completely new department, your work might include:Helping to develop a customer service policy for the organization;Managing a team of call center staff;Handling face-to-face enquiries from customers at exhibitions, conferences and other marketing and promotional eventsIn your role, you are expected to understand and satisfy customers’ requirements and exceed their expectations if possible.
 The Way We Work: We are hardworking and passionate about what we do. We want to drive economic development through technology innovations and are looking for like-minded people who are open, generous, professional and adventurous.

Core Responsibilities

You will drive and be the key owner to the following responsibilities:Providing help and advice to customers – NGOs, Projects, Government and MDAs;Communicating courteously with customers by telephone, email, letter and face to face, where necessary;Investigating and solving customers’ problems, which maybe  complex or long-standing problems that have been passed on by Call Center staff;Keeping accurate records of discussions or correspondence with customers;Analyzing statistics or other data to determine the level of customer care assistance Esoko is providing;Writing reports analyzing the customer service our client provides;Where required, visiting customers to provide a one-to-one service;Developing feedback or complaints procedures for customers to use;Developing customer service procedures, policies and standards for the organization or department;Meeting with other managers to discuss possible improvements to customer service;Being involved in staff recruitment and appraisals for the Call Center;Leading or supervising a team of Call Center staffLearning about the organization's products and services and keeping up to date with changes;Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.Assisting with procedures to improve Call CenterDegree in Communications, Media (or any relevant discipline)4-5 years of working   experience in a customer service role or Call Centre Role
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