Hybrid Customer Service Team Manager – Clean Cooking

at Greenlight Planet

• Job title: Customer Service Team Manager – Clean Cooking
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Nairobi, Kenya

About the role

• Customer Service Team Manager leading a team for clean cooking customer support at Sun King. Responsible for coaching and motivating agents across voice and non-voice platforms in Nairobi, Kenya.

Responsibilities

• Regularly monitor performance metrics results and ensure adequate performance evaluation procedures, highlighting concerns that impact team performance.
• Team managers should be well aware of the company policy and ensure its implementation and compliance. Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Real-time team/floor monitoring to ensure schedule and shift adherence as per planner. Assist agents by providing floor support on customer queries.
• Conduct pre-shift team meetings daily setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
• Motivate and coach the team while ensuring optimum performance.
• Keeping up to date with business development and new product lines
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures toward achieving SLAs
• Ensure training and development plans and schedules are maintained for all team members
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Head and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction
• Keep up to date with any industry changes affecting the business and relay this knowledge back to the team
• Ensure daily, weekly, and monthly reporting on service campaign performance against stipulated metrics.
• Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction
• Efficiency in case management in line with customer escalations resolution within the defined SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
• Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, and major system outages for follow-through and feedback to key stakeholders.
• Work with the management team to identify and deliver positive change and business efficiencies and highlight operational risks and areas for improvement

Requirements

• Bachelor's Degree/diploma
• 1 year experience managing call center teams (external 2 years).
• Background in managing front-line and/or tier 2 support team accountable for FCR on complex customer issues.
• Proficiency with technology, especially computers, software applications and phone systems
• Good analytical and data interpretation skills.
• Exceptional verbal and written communication skills
• Strong comprehension of company products, policies and services
• Ability to coach, train and motivate employees and evaluate their performance.
• Excellent Problem solving, steering, and customer service skills.
• Team management/ supervisory skills experience
• Creative thinker who possesses coaching and communication skills.
• Workforce management skills (added advantage)
• Ability to deal with demanding customers and escalations
• Managed customer escalations which ultimately resulted in a favorable customer satisfaction rating.

Benefits

• A platform for professional growth in a rapidly expanding, high-impact sector.
• Immerse in a collaborative culture, energized by employees of Sun King who are collectively motivated by fostering a transformative, sustainable venture.
• A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
• Tailored learning pathways through the Sun King Center for Leadership to elevate your leadership and managerial capabilities.
• **We place great importance on sustaining a diverse, inclusive work environment. **
• We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.
• Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.