Summary
We’re looking for a highly motivated and entrepreneurial individual with strong customer service experience looking to provide the best customer experience to the BoP in emerging markets.
Job Description
Reporting to the Fenix Kenya Managing Director, the Customer Service Manager will head the Kenya Customer Service Team in developing scalable systems to support the delivery and customer support of life changing energy and financial services to rural Kenyans powered by ReadyPay
Key Responsibilities
Call Centre Management
Build and manage a world class call centre in Kenya to support Fenix’s customer base in Kenya
Work with local partners along the Fenix value chain to ensure that customers and Fenix partners can always have their needs addressed
Aftersales Service
Work with the Fenix Kenya Operations Manager to develop systems to support a country wide after sales service network to support customers throughout Kenya to obtain service
Customer Insights and Communications
Work with the Fenix Kenya National Sales Manager and partners to ensure communications to customers and Fenix partners are clear and consistent
Gather insights from customers through their interactions with the customer experience department to inform both strategy and interventions for improving customer experience and the customer journey
Customer Experience Strategy
Set targets and communicate goals, objectives and key results across the customer experience department to relentlessly pursue an exceptional customer experience.
Monitoring, Reporting & Optimisation
Monitor and evaluate internal processes by measuring and collecting data
Perform analysis on customer experience cost centres and drive efficiency whist maintaining standards of excellence. Identify opportunities for continuous improvement of quality and efficiency and execute
Report on progress towards objectives and key results
Talent
Hire a team of like minded individuals, bent on providing amazing customer service and operational excellence in Kenya to perform the customer experience department functions
Support team development by performing regular reviews and trainings
Required Skills & Experience
Leadership & project management experience: We are looking for entrepreneurial candidates who have started or contributed significantly to scaling a company or project. We especially value candidates who have seen projects through from start to finish, from design to scale up phase.
Three years’ minimum work experience in a customer experience or customer facing role
Education and/or work experience in East Africa
Outstanding written and verbal communications skills (English)
Exceptional analytical skills
Ability and drive to work independently
Highly motivated by customer happiness
Motivational and passionate character that engenders Fenix values across a large team
Bachelors or Master’s degree in relevant field
Highly Desired Skills & Experience
Kiswahili
Proficiency in SPSS, STATA, Minitab, R or other stats software
Experience running a call center
