We are looking for an experienced Customer Experience Supervisor who will be responsible for leading, coordinating, directing, and motivating the customer experience team to deliver a world-class customer experience to Twiga customers.
This role holder will also be tasked with providing exceptional customer experience to our customers through quality interactions at the front line omnichannel touchpoints, quick and accurate escalations, complaints management, and customer issues resolution.
This role will offer customer-centric leadership to the customer experience team to entrench Twiga’s Values of Customer First, in line with the company’s commitment to exceed customer expectations and achieve the set Net Promoter Score (NPS) as well as review, optimize and advocate for compliance to the customer experience processes.
Responsibilities of the Customer Experience Supervisor position:
Design And Improve Customer Experience
Provide oversight and leadership in the management of the contact center interactions for quality management and exceptional customer experience.
Lead and direct the inbound Customer Experience Executives (CEEs) and Associates to achieve the set service levels in handling, responding to, and resolving customer queries.
Map the customer journey and identify opportunities to proactively improve customer experience. Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
Create positive customer experiences through managing and monitoring complaints resolution and close loop with customers.
Business Development and Account Management
Drive product knowledge, customer education, and information at the contact for effective customer support and order generation through training, refreshers, coaching, and mentorship, and continuous knowledge assessments to enhance upsell/cross-sell capabilities.
Manage staff occupancy and utilization to ensure optimal productivity for revenue generation.
Drive the digital migration agenda through customer education on the Soko Yetu (self-ordering platform) and collect customer feedback for improvement of the platform.
Continually review, update and communicate contact center scripts, SOPs, and processes in line with changes in Twiga operations/products and services.
Team Management
Review the team’s performance and derive training needs from the team’s daily performance. Plan, and execute remedial training on the identified gap areas.
Drive a high-performance culture where the team is motivated to achieve and exceed the set targets.
Minimum Qualifications and Requirements:
Have at least an Undergraduate Degree preferably in Business Management Studies, Business Administration, Sales, Marketing, or any other relevant field.
Have at least three (3) years of work in leading and supervising a contact center or customer service teams.
Demonstrate a high-performance track record in leading and achieving performance goals in a busy contact center environment.
Be a highly motivated, high-energy individual with a strong desire to succeed and mentor our customer service team while focusing on excellent customer service.
Have in-depth knowledge of customer service principles and practices, customer service software, databases, and CRM tools.
Current with relevant technology trends and applications
Have excellent presentation and communication skills, outstanding analytical, critical thinking, and problem-solving skills.
Possess good supervisory skills to lead the team successfully and motivational skills to bring out the best in the team members.
Can work with different people in different departments.
Should be flexible and adaptable to a fast-changing/fast-growing environment.
Twiga is an Equal Opportunity Employer. We champion equal treatment of all applicants. Twiga does not charge its applicants any fees whatsoever and has not authorized any agent to levy any fees on its behalf. If anyone requests you to make any payment with respect to this application, please report the incident to info@twiga.com or to our hotline on +254 (0) 709 258 000.
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