Our client, based in Nairobi, is seeking to recruit an energetic, passionate and result oriented individual to fill the following position:
The Customer Care Shift Manager is responsible for organizing, expediting and coordinating flow of work with customer care agents, monitor the performance of the team, organize work between customer care agents in the shift and ensure that targets are met. S/he must be able to work in a highly competitive environment with up to 40 customer care agents per shift. Must be highly motivated and a go getter.
Responsibilities
Assist the team by organizing the tasks between customer care agents on various platforms.
Supervise the shift and to ensure all clients are served accordingly and efficiently.
Handle complaints and other issues that customer care team comes across with during the shift.
Communicate with other internal department in case of issues and follow up on receiving fast resolution of the same.
Maintain files, emails and other relevant information In an organized manner.
Any other duty that may arise.
Qualifications
At least 2 years’ experience in a similar position.
Communication proficiency, both written and verbal form.
A responsible attitude and able to multitask between internal departments and large group of team members across different platforms.
Highly organized with ability to make right decisions under pressure.
Ability to lead and motivate others.
Good time management and accuracy at record keeping.
Ability to priorities own work and work of other team members.
Excellent work ethics and ability to work independently, under pressure and meet tight deadlines.
Ability to work in shifts.
