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  • Posted: Mar 4, 2021
    Deadline: Not specified
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  • This company was formerly known as SmartCook Energy. Last-mile energy networks for Africa's cities. Smarter commerce for urban Africa. Unique rich media delivery platforms. Our mission is to improve life for everyone in Africa’s cities.
    Read more about this company

     

    Customer Care Team Leader

    Your Role

    As Customer Care Team Leader, you will organize and direct the day-to-day activities of a team of Customer Care Reps to resolve customer issues, deliver superior customer service  and ensure customer satisfaction.

    What You Will Do

    • Manage and support a team of Customer Care Reps to receive inbound calls, place outbound calls, and conduct field visits
    • Organize weekly schedules and plans, monitor teams’ attendance and execution of tasks
    • Provide day-to-day problem solving and coaching and answer Customer Care Rep questions, assign tasks, follow-ups and give instructions as necessary
    • Ensure team members obtain the appropriate training and support
    • Give voice to KOKO customers by understanding and reporting recurring questions and issues
    • Communicate openly and honestly with KOKO customers
    • Build, manage, and maintain strong, positive customer relationships
    • Resolve escalated customer queries and further escalate issues to senior management, as appropriate

    What You Will Bring to KOKO

    • 3+ years of work experience, including prior experience in a call center
    • 1+ year of management experience
    • Strong phone contact handling and active listening skills
    • Empathetic customer orientation and ability to adapt and respond to challenging situations
    • Excellent written and oral communication skills
    • Proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
    • Familiarity with customer management systems (ZenDesk, FreshService, QueueMetrics) preferred
    • Ability to multitask, prioritize, and manage time effectively.
    • Results orientation and comfort in a performance-driven work environment

    go to method of application »

    Customer Care Representative

    We are looking for people who share our passion for technology and our vision for global impact.

    Your Role

    As Customer Care Representative, you will play a front-line role in resolving customer issues and ensuring customer satisfaction. You will answer questions about KOKO, address complaints, resolve issues and drive customer satisfaction and retention.

    What You Will Do

    • Answer inbound phone calls from current and prospective KOKO customers and agents
    • Place outbound phone calls to current customers to solicit feedback, provide support and drive KOKO Fuel consumption
    • Conduct in-person field visits to current customer to deliver the highest quality of support
    • Address customer questions and concerns to ensure satisfactory issue resolution
    • Give voice to KOKO customers by understanding and reporting recurring questions and issues
    • Communicate openly and honestly with KOKO customers 
    • Build, manage, and maintain strong, positive customer relationships
    • Follow existing KOKO Customer Care processes and escalate customer queries and issues to management, as appropriate

    What You Will Bring to KOKO

    • 1+ year of work experience, preferably in a customer service roles
    • Strong phone contact handling and active listening skills
    • Empathetic customer orientation and ability to adapt and respond to challenging situations
    • Excellent written and oral communication skills
    • Proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
    • Familiarity with customer management systems (ZenDesk, FreshService, QueueMetrics) preferred
    • Ability to multitask, prioritize, and manage time effectively
    • Results orientation and comfort in a performance-driven work environment
    • Positive, upbeat attitude ready to support KOKO’s customers and agents
    • Proficiency in English and Swahili

    Method of Application

    Use the link(s) below to apply on company website.

     

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

    View All Vacancies at Koko Networks Back To Home
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Average Salary at Koko Networks
KSh 37K from 11 employees
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