Jobs at TakaTaka Solutions Limited

Purpose of the Role

The Customer Care Executive (Inbound/Outbound) will be responsible for managing customer interactions across multiple communication channels, ensuring exceptional service delivery and positive customer experiences.

The role involves handling inbound inquiries, resolving complaints, conducting outbound follow-ups, supporting retention initiatives, and maintaining accurate customer records. The position plays a critical role in strengthening customer relationships, improving service quality, and driving customer satisfaction.

Key Responsibilities

Inbound Customer Support

• Handle incoming calls, emails, WhatsApp messages, and other communication channels professionally and promptly.
• Respond to customer inquiries regarding services, schedules, billing, and general information.
• Resolve customer complaints efficiently while maintaining professionalism and empathy.
• Escalate complex issues to relevant departments and ensure timely resolution.

Outbound Customer Engagement

• Conduct follow-up calls to confirm service satisfaction and issue resolution.
• Perform outbound calls for customer retention, feedback collection, and service reminders.
• Support upselling or cross-selling initiatives where appropriate.
• Follow up on pending payments or documentation where required.

Customer Relationship Management

• Maintain accurate and up-to-date records in the CRM system.
• Monitor service tickets and ensure closure within agreed timelines.
• Track customer complaints and identify recurring issues for process improvement.
• Support client onboarding by guiding customers through service procedures.

Reporting & Performance Tracking

• Maintain daily call logs and service reports.
• Meet defined KPIs such as response time, resolution time, call handling time, and customer satisfaction targets.
• Provide feedback to supervisors on recurring customer concerns.

Compliance & Professional Conduct

• Adhere to company communication standards and policies.
• Ensure confidentiality and data protection compliance.
• Maintain a positive brand image in all customer interactions.

Academic Qualifications

• Diploma or Degree in Customer Service, Business Administration, Communications, or a related field.

Experience Requirements

• Minimum 1–3 years’ experience in customer service, call center, or client support role.
• Experience handling both inbound and outbound calls.
• Experience using CRM systems and call management tools is an added advantage.

Knowledge & Skills

• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• High emotional intelligence and customer empathy.
• Good data entry and documentation skills.
• Time management and multitasking ability.
• Basic sales and negotiation skills (for outbound engagement).
• Proficiency in MS Office and CRM systems.

Core Competencies

• Customer-focused mindset.
• Strong attention to detail.
• Ability to work under pressure.
• Team player with positive attitude.
• Results-oriented and proactive.

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Purpose of the Role

The Operations Manager- Onsite will provide strategic leadership and oversight of TakaTaka Solutions Limited onsite operations. The role is responsible for ensuring exceptional customer experience, strengthening long-term client relationships, and driving continuous improvement in service delivery across all onsite locations.

This position oversees onsite teams, operational performance, client engagement, safety compliance, and financial performance to position TakaTaka Solutions as a market leader in service excellence and sustainable waste management.

Key Responsibilities

Client Relations & Contract Compliance

• Serve as the primary point of contact for all onsite clients.
• Lead regular client meetings and proactive service reviews.
• Ensure strong client satisfaction and retention.
• Guarantee strict adherence to contractual requirements and Service Level Agreements (SLAs).
• Maintain and grow onsite-based sales relationships where applicable.

Operational Oversight

• Manage daily onsite sorting and collection operations across all locations.
• Coordinate closely with logistics and other internal departments to ensure seamless service delivery.
• Maintain professional housekeeping and operational standards across all sites.
• Identify and resolve operational gaps promptly to avoid service disruptions.
• Develop and implement systems to monitor site conditions, quality standards, and staff productivity.

Staff Management & Development

• Provide leadership and supervision to all onsite teams and reporting lines.
• Lead workforce planning and scheduling to ensure optimal site coverage.
• Oversee recruitment, onboarding, evaluations, and performance management.
• Conduct training, coaching, and staff capacity development initiatives.
• Enforce discipline and implement controls to prevent theft, pilferage, or misuse of materials.

Health, Safety & Compliance

• Ensure strict adherence to PPE usage and safety protocols.
• Conduct routine site audits and safety inspections.
• Identify compliance gaps and implement corrective measures.
• Ensure alignment with internal safety policies and legal HSE requirements.

Data, Reporting & Controls

• Ensure accurate and timely data collection on waste volumes, staff attendance, and site performance.
• Deliver monthly internal and client reports with zero errors.
• Establish control systems for data verification, reconciliation, and variance analysis.
• Drive data-driven decision-making and sustainability reporting.

Leadership & Cross-Functional Coordination

• Provide hands-on leadership with a strong “get things done” mentality.
• Coordinate with central management, logistics, and sales teams.
• Foster structured, open, and honest communication across teams.
• Drive accountability and performance culture across all onsite operations.

Budget & Financial Oversight

• Develop, manage, and monitor the annual Onsite Operations budget.
• Track departmental spending and enforce cost-control measures.
• Identify revenue-increasing initiatives and efficiency improvements.
• Report on budget versus actual performance and recommend corrective actions.

Academic Qualifications

• Degree in Business Studies, Public Relations, Social Studies, Environmental Studies, or any related field.

Experience Requirements

• Minimum of Five (5) years’ experience in customer service management.
• At least Three (3) years in a leadership role.
• Proven experience managing large teams across multiple locations.
• Strong background in client management, SLAs, and contract compliance.
• Proficiency in CRM systems, reporting tools, and MS Office Suite.
• Demonstrated experience in resource management and cost control.

Business Understanding

• The ideal candidate should demonstrate strong understanding of:
• Data analysis and operational reporting.
• Relationship building and client retention strategies.
• Sustainability reporting frameworks.

Core Competencies

• Strong leadership and interpersonal skills.
• Advanced Excel and data analysis capability.
• Sales acumen and commercial awareness.
• Courage, assertiveness, and high accountability.
• Structured and transparent communication style.
• Hands-on operational mindset.