Job Openings at Reeds Africa Consult

Our client a leading debt collection in Nairobi is seeking to hire a Call Centre Manager

Job Purpose;

The ideal will candidate will lead the day to day management and supervision of all employees’ activities in line with the business objectives

Tasks and Responsibilities

• Manage the daily running of the call centre, including effective resource planning and applying call centre strategies and operations
• Ensure adherence of other team members to customer service standards,  policies for call center attendance, and established procedures.
• Consistently monitor telephone etiquette of other staff members.
• Answering questions from staff and providing guidance and feedback.
• Continously coach and train the team (both new and old)
• Assisting in the formulation of targets for individuals and teams.
• Anticipate escalation and take over calls when needed.
• Devise ways to optimize procedures and keep staff motivated.
• Keep management informed on issues and problems arising.
• Daily debt collection on allocated files and exceeding set monthly collection targets.
• Tracking/monitoring daily agent output.
• Managing the staff monthly shift rota
• Managing the staff leave schedule
• Preparing portfolio monthly performance reports

Skills and Qualifications

• BSc degree in Business Management or Customer service
• 5+ years of experience in a Call Centre with minimum of 2 years experience as Call Centre Manager
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Tech savvy with knowledge of telephone equipment and relevant computer Programs
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

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Our client in a debt collection company in Nairobi is seeking to hire Team Lead- Debt Collection

Job Purpose;

To provide leadership to all the agents by ensuring that agents are assigned specific work and provided with conducive environment for operation. The position holder should be reporting daily to the management frequently on progress.

Main Tasks and Responsibilities

• Create Staff Schedules/ Rota as necessary and communicate with the employees
• Based on the schedules manage agent leave and or off time
• Preparing daily activity and performance reports for the team and reporting to the management
• Managing flow of work including preparing work plans, managing drop calls, file pools and messages
• Manage team resources to ensure the team is efficient e.g. airtime management
• Conducting monthly performance reviews for the team members
• Identify gaps and conduct regular team member training
• Providing recommendation to management on optimal headcount and contact reviews
• Develop strategies to promote team member adherence to company regulations and performance goals
• Conduct team meetings to update members on best practices and continuing expectations
• Ensures company compliance with the required industry standards

Skills and Qualifications

• Minimum bachelor’s degree from a recognized university
• 3+ years of experience in Call centre with minimum of 2 years’ experience as a Team Lead.
• Past work experience in call center or customer care added advantage
• The ability to work under pressure
• Effective communication and negotiation skills.
• Ability to coach and train staff members continuously
• Excellent Organizational and leadership skills

 All applications should be done on or before close of business 6th February 2022 on link below

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JOB PURPOSE.

The ideal candidate will be responsible for generating new business leads, communicating with existing customers about their logistical needs, and arranging efficient transportation services with carrier and also representing the company in a professional manner that highlights the company’s values.

MAIN DUTIES

• Responsible for developing and implementing sales strategies around the provision of logistical services.
• Responsible for carrying out prospects calls and cold-calling to increase client base
• Act as point of contact within the assigned territory and maintain consistent positive interactions to nurture customer relationships
• Report to management on market development
• Negotiate pricing and capacity commitments to customers.
• Evaluating business processes, assessing risks, and recommending improvements to achieve sales targets.
• Responsible for establishing and managing relationships with customers in need of the firm’s freight transportation services
• Taking ownership of customer issues and addressing the concerns by finding innovative solutions for complex logistical challenges.
• Representing the firm in negotiating and building relationship with shippers and carriers
• Responsible for aiding successful pick-up and delivering, and over the road assistance while customers’ freight moves across the region.

QUALIFICATIONS & EXPERIENCE

• A bachelor’s degree in Business Administration, Sales & Marketing or a related field
• A minimum of 4-5 years’ experience in a Sales Executive in a freight and/or logistics industry
• Hands-on experience with CRM software is a plus
• Maintain a high level of confidentiality and poses good Interpersonal and analytical skills.
• Excellent communications skills written and oral
• Proficiency in Microsoft Office Suite packages (Word, Excel, Power Point)

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JOB PURPOSE.

The ideal candidate will be responsible for identifying new and expansion opportunities on accounts and plan for and close the extension of existing agreements. The candidate will work along with delivery teams to maximize backlog, optimizing the resource mix and navigating scope changes to ensure client expectations are met. He or she will work towards establishing a positive client experience through delivery excellence.

MAIN DUTIES

• Responsible to administer activities to ensure accurate client order entry, efficient shipment tracking, and timely delivery of products to customers
• Responsible for effective response to customer requests, problems, and special needs
• Understand the application of shipping related documents
• Works closely with internal stakeholders on rectifying operations issues, discrepancies and damages
• Assist to identify customer problems and help to resolve them or escalate to management for complicated issues
• Assist in coordinating pricing and other ad-hoc rating to support the Sales Team to drive customer revenue growth
• Coordinate and monitor inventories
• Handling shipments activities and delivery orders

QUALIFICATIONS & EXPERIENCE

• A bachelor’s degree in Operations Management/Supply Chain Management/Sales & Marketing/Logistics
• 4-6 years’ experience in client relationship management in freight and/or logistics industry
• Formal training in customer service/relationship management
• Must have prior experience in operational customer relations
• Excellent communications skills written and oral
• Proficiency in Microsoft Office Suite packages (Word, Excel, Power Point)