Customer Service Center Manager at Dorbe-Leit Solutions Limited

Are you a seasoned customer-centric professional with a bias for handling & resolving customer complaints & issues with a keen eye for making customers happy & enhancing customer experience? Are you interested at being part of a team focused towards transforming the real estate-student accommodation market in Kenya and beyond the East African region? If so, then this is the job you’re looking out for.

Purpose Statement of the Position

The jobholder will be responsible for delivering an excellent customer experience throughout the life cycle of the student from the check in day to check out day. The Customer Service Center Manager is expected to devise & execute strategies to enable the organization to deliver its brand promise to its customers; creating an awesome living experience at all the properties. The Customer Service Center Manager will be expected to create processes, systems & people capabilities to increase the tenure of customers (students) at all properties & manage profitability of the property as per the business plan.

Responsibilities

• Responsible for management of inbound and outbound calling processes, Email communications driven through system
• Coordinating smooth day to day running and operations of the Call Centre including setting of objectives for the centre’s daily operations, floor management and shift management for the team
• Undertaking performance management and KPI setting for the Call Centre team;
• Should be able to set up automated response systems, deploy call center monitoring systems, CRM linkage of IVR, call center agent level requirements of hardware for ensuring professional contact centre experience to customers.
• Shall be a transition manager identifying repetitive and transactional processes within the organization and delivering them efficiently through the internal contact center
• Is responsible to understand requirements from head customer acquisition sales and property operations and convert them into transactions which shall be delivered through a team of executives through inbound and outbound calls and email sending/receiving
• Providing advisory to management based on the Call Centre’s statistics, sales rates, costs, customer metrics and feedback from customers as well as the CRM system to aid in setting business objectives;
• High process and systems thinking to create standardization of activities and monitor performance across agents driving productivity and efficiencies
• Shall be in-charge of customer lead management process with targets on conversion of leads generated through social media, inbound enquiries and through on ground sales people
• Run campaigns in line with sales and marketing head through emails and calling
• Coordinate with Property operations head to enable transactions throughout the life cycle of the customers including but not limited to debt collection reminder calls, maintenance ticket management and closure, handling customer queries and complaints with proper and appropriate resolution
• Team development including training, coaching and mentorship on calls and email etiquette as well as acceptable service standards and in line with brand values
• Ensures adherence to systems and processes for timely and accurate reporting of various operational and financial MIS through system
• Overseeing end to end customer experience including customer management, advisory as well as customer surveys through all customer touch points;
• Managing content and script creation for all customer touch points as well as social media platforms in collaboration with the marketing team;
• Establish and maintain a customer centric culture among the team;
• Develop and implement operational policies and procedures in collaboration with other key stakeholders.
• Work in close coordination with IT team to further automate the transactions

Qualifications

• Bachelor’s/Master’s degree with 6-8 years in managing Contact Centre operations in any related sector (banking, insurance, telecom, Ecommerce), which involves high volume transactions
• Preference with someone who has been part of setting up contact center operations for any industry
• Working Knowledge of any ERP/CRM, system used to manage operations
• Energetic, motivated, and detail oriented
• Good communication skills
• People Management Skills
• Good financial acumen. Added finance qualification would be an advantage.
• Self-starter with a good business sense
• Creative and proactive approach towards challenges
• Ability to influence and build relationships at all levels especially with external customers
• Independent, resourceful and possess high drive to excel