Customer Experience Manager at BasiGo

About the Role

BasiGo Kenya is seeking a Customer Experience Manager who is responsible for leading the Customer Experience team that serves as the primary point of contact between customers and BasiGo. This team manages the customer care hotline, receives and logs customer requests and incidents, coordinates with internal teams to ensure issues are resolved promptly, and communicates updates back to customers.

Responsibilities

Team Leadership

• Lead and manage the Customer Experience team responsible for handling inbound customer calls, requests, and incident reporting.
• Ensure the customer care hotline operates effectively and maintains high availability.
• Develop shift schedules and staffing plans to ensure adequate coverage.
• Train, coach, and mentor agents to maintain high performance and professional customer interactions.

Incident Reporting & Coordination

• Ensure customer incidents and requests are logged accurately and reported quickly to the appropriate internal teams.
• Establish clear processes for incident escalation and issue tracking.
• Monitor response, approval and resolution times to ensure teams meet operational KPIs.
• Work closely with Fleet, Service, and other internal teams to ensure timely resolution of customer issues.
• Ensure customers receive clear and consistent updates until their issues are resolved.

Performance Management & KPIs

• Monitor and report on call centre performance metrics such as:
  • Incident reporting time
  • Issue escalation time
  • Response and resolution follow up
• Identify trends in customer issues and escalate recurring problems to relevant teams.
• Use data to drive improvements in processes and service delivery.

Customer Experience & Insights

• Lead customer feedback initiatives including:
  • Voice of the Customer programs
  • Net Promoter Score (NPS) surveys
  • Customer Satisfaction (CSAT) tracking
• Analyze customer feedback and identify areas for service improvement.
• Work cross-functionally to ensure customer insights influence operational improvements.

Our ideal candidate would have:

Experience & Qualifications:

• 3-5 years of experience in customer support, call centre operations, or service operations.
• Experience working cross-functionally with fleet, service, or technical teams.
• Experience with CRM or ticketing systems preferred.