Customer Care Team Leader At Koko Networks


Customer Care Team Leader At Koko Networks 1 Position
Emploi Recruitment

Nairobi, Kenya

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Posted 1 month ago

Job Description

Your Role

As Customer Care Team Leader, you will organize and direct the day-to-day activities of a team of Customer Care Reps to resolve customer issues, deliver superior customer service  and ensure customer satisfaction.

What You Will Do

    • Manage and support a team of Customer Care Reps to receive inbound calls, place outbound calls, and conduct field visits
    • Organize weekly schedules and plans, monitor teams’ attendance and execution of tasks
    • Provide day-to-day problem solving and coaching and answer Customer Care Rep questions, assign tasks, follow-ups and give instructions as necessary
    • Ensure team members obtain the appropriate training and support
    • Give voice to KOKO customers by understanding and reporting recurring questions and issues
    • Communicate openly and honestly with KOKO customers
    • Build, manage, and maintain strong, positive customer relationships
    • Resolve escalated customer queries and further escalate issues to senior management, as appropriate

What You Will Bring to KOKO

    • 3+ years of work experience, including prior experience in a call center
    • 1+ year of management experience
    • Strong phone contact handling and active listening skills
    • Empathetic customer orientation and ability to adapt and respond to challenging situations
    • Excellent written and oral communication skills
    • Proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
    • Familiarity with customer management systems (ZenDesk, FreshService, QueueMetrics) preferred
    • Ability to multitask, prioritize, and manage time effectively.
    • Results orientation and comfort in a performance-driven work environment

KOKO is committed to gender and racial diversity in the workplace. We encourage candidates of all backgrounds to apply!

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Emploi Recruitment
Emploi Recruitment

Nairobi, Kenya

51 - 299 people

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