Customer Service Manager at Powerhive

Key Responsibilities

• Develop a Customer Service Policy for the company - 10%
• Implementation of the Customer Service Policy (including training of all technical staff on their performance metrics in line with the Customer Service Policy) - 20%
• Identify and resolve all customer issues within agreed timelines and to the standards set out in the Customer Service Policy including regular customer VOC - 30%
• Evaluate and report on all Customer Service activities at such timelines as will be agreed upon - 5%
• Develop and implement a Customer Retention Program within the company - 10%
• Ensure that all customer service targets are met at each customer touch point - 15%
• Manage Customer Service SLAs with contractors and EPC companies - 10%

Reporting Relationships

• Customer Service Representatives

Decision Making

• Formulate customer service policies, practices and procedures - Generating inputs, deciding - Large
• Implementation of the customer service policy - Deciding - Large
• Resolution of all customer issues - Generating inputs, deciding - Large
• Managing customer service SLAs with contractors - Generating inputs - Large
• Contract suppliers selection and recruitment - Providing inputs - Large
• Recruitment of team members - Deciding - Large
• Evaluation of performance of team - Deciding - significant

Planning

• Long-term Planning - Staff requirements, Customer Retention, Program Budgetary provisions
• Short Term Planning - Customer Service Policy and implementation

Type of Planning

• Long Term Planning 1-2 Year
• Short Term Planning 1-4 Months

Financial Responsibility

• Managing the approved customer service budget

Responsibility for customer satisfaction

• Maintain CSAT score and an NPS that is better than competition by 25% or more

Relationship Management

• Finance: Budgets, expenditure approvals
• Engineering and EPC contractors: Customer issue resolution, training on different levels of customer support
• Sales, Marketing and Customer Acquisition: Customer communication during the whole customer acquisition process

Project Management

• Type of projects - Implementation of Customer Service Policy and Customer Retention projects
• Nature/level of Responsibility - Fully responsible from planning to delivery

Performance Drivers

• Hands-on approach – Ability to set up a department from scratch and get your hands dirty in every aspect in the initial phases
• Managing through people - hires the right people and motivates them to perform. Establishes focus on company goals. Fosters teams work
• Delivering results – can do. Delivers, drives Powerhive to win. Sets & prioritizes challenging targets. Decisive, makes decisions. Focused, manages own time & other resources. Is cost conscious without compromising quality, Manages risks.
• Understanding of the base of the pyramid market – ability to serve the base of the pyramid market without being prejudiced. A problem solving mindset that drives customer satisfaction even with rural customers
• Making a personal difference – positive & courageous. Resilient, takes personal responsibility. Curious, seeks opportunities to learn.

Minimum Educational & Professional qualifications required

• Honors Degree in marketing or business studies, or relevant course
• Min 5 years in a Customer Service Role
• Min 4 Years in Customer Service Management  or Supervisory Role

Technical Competencies

• Problem solving and analytical skills
• Proven ability to motivate and lead the customer service team
• Experience in developing customer service and customer retention programs
• Experience managing contractor SLAs
• Excellent written and oral communication skills
• Good working knowledge of Microsoft office suite