Key Responsibilities
Develop a Customer Service Policy for the company – 10%
Implementation of the Customer Service Policy (including training of all technical staff on their performance metrics in line with the Customer Service Policy) – 20%
Identify and resolve all customer issues within agreed timelines and to the standards set out in the Customer Service Policy including regular customer VOC – 30%
Evaluate and report on all Customer Service activities at such timelines as will be agreed upon – 5%
Develop and implement a Customer Retention Program within the company – 10%
Ensure that all customer service targets are met at each customer touch point – 15%
Manage Customer Service SLAs with contractors and EPC companies – 10%
Reporting Relationships
Customer Service Representatives
Decision Making
Formulate customer service policies, practices and procedures – Generating inputs, deciding – Large
Implementation of the customer service policy – Deciding – Large
Resolution of all customer issues – Generating inputs, deciding – Large
Managing customer service SLAs with contractors – Generating inputs – Large
Contract suppliers selection and recruitment – Providing inputs – Large
Recruitment of team members – Deciding – Large
Evaluation of performance of team – Deciding – significant
Planning
Long-term Planning – Staff requirements, Customer Retention, Program Budgetary provisions
Short Term Planning – Customer Service Policy and implementation
Type of Planning
Long Term Planning 1-2 Year
Short Term Planning 1-4 Months
Financial Responsibility
Managing the approved customer service budget
Responsibility for customer satisfaction
Maintain CSAT score and an NPS that is better than competition by 25% or more
Relationship Management
Finance: Budgets, expenditure approvals
Engineering and EPC contractors: Customer issue resolution, training on different levels of customer support
Sales, Marketing and Customer Acquisition: Customer communication during the whole customer acquisition process
Project Management
Type of projects – Implementation of Customer Service Policy and Customer Retention projects
Nature/level of Responsibility – Fully responsible from planning to delivery
Performance Drivers
Hands-on approach – Ability to set up a department from scratch and get your hands dirty in every aspect in the initial phases
Managing through people – hires the right people and motivates them to perform. Establishes focus on company goals. Fosters teams work
Delivering results – can do. Delivers, drives Powerhive to win. Sets & prioritizes challenging targets. Decisive, makes decisions. Focused, manages own time & other resources. Is cost conscious without compromising quality, Manages risks.
Understanding of the base of the pyramid market – ability to serve the base of the pyramid market without being prejudiced. A problem solving mindset that drives customer satisfaction even with rural customers
Making a personal difference – positive & courageous. Resilient, takes personal responsibility. Curious, seeks opportunities to learn.
Minimum Educational & Professional qualifications required
Honors Degree in marketing or business studies, or relevant course
Min 5 years in a Customer Service Role
Min 4 Years in Customer Service Management or Supervisory Role
Technical Competencies
Problem solving and analytical skills
Proven ability to motivate and lead the customer service team
Experience in developing customer service and customer retention programs
Experience managing contractor SLAs
Excellent written and oral communication skills
Good working knowledge of Microsoft office suite
