We believe that Africa does better when everyone has room to grow and thrive. No one should be left out because the distance between seeing an opportunity and making a living from it is too great.
We started by delivering small packages but haven’t stopped there. Today, we’re empowering businesses to send raw materials to their production facilities and finished goods to their customers. We’re helping small scale farmers get their produce to the market. We’re making it possible for the hardworking delivery driver to earn a decent living.
We are here to make it easy to trade in Africa so that everyone has room to grow. Join us.
The overall purpose of this role is to ensure smooth, efficient, and effective daily running and customer service delivery from the contact center in line with established customer service standards.
ABOUT THE ROLE
Key Duties and Responsibilities
Develop and continuously update customer experience procedures in line with best practice.
Identify income / GMV generating avenues from a Customer Experience perspective
Schedule the contact center shifts to ensure that all customer support lines are attended to during the contact center’s operating hours
Train and coach the Customer Experience Associates to close identified gaps and to develop good customer service skills
Monitor service delivery levels to ensure optimal utilization Customer Experience Associates in line with customer needs: all calls/emails/chats/social media queries are responded to
Reporting: Daily user interactions tracking, weekly CX performance & cancellation rates, monthly newsletter and NPS analysis, Lost user calls analysis
Creation of Saved replies and templates to guide CX associates to respond faster to queries
Creation, edition, and updating of the customer knowledge base and coming up with initiatives to drive user self-service
Preparation of weekly & monthly reports for Customer Experience
Organizing team building events for the team
Any other duties that may be assigned by the supervisor
ABOUT YOU
Bachelor’s Degree in Business field or related discipline.
Minimum of three years’ experience in customer-facing roles
Good understanding of customer care standards or benchmarks
Knowledge of customer relationship and service quality management
Ability to handle and analyze raw data
Ability to identify and interpret consumer and market trend analysis
High level interpersonal and cross-cultural skills
Must be a self-starter and highly organized with great prioritization skills
Ability to work well with people at all levels in the organization
Personal motivation and drive exhibited through a commitment to hard work, continuous improvement, and achievement of goals
Analytical, creative thinking and problem-solving skills
Strong persuasion and negotiation skills
Flexibility and adaptability
Open to change
Calm under chaos
Coaching and mentoring skills
WHAT WE OFFER
Comprehensive health insurance – Inpatient / Outpatient / Dental / Optical.
Flexible vacation.
All risk Insurance.
Office lunch.
Opportunity for company stock options.
Apply via :
www.sendyit.com
