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  • Jobs at HCS Africa

  • Posted on: 11 October, 2019 Deadline: Not Specified
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  • Human Capital Synergies Africa (HCS Africa) is a Nairobi (Kenya) based human resources professional services provider whose primary target market includes small and medium entrepreneurs and non-governmental organizations spanning the African continent. Its other target markets include large entrepreneurs, government departments, parastatals and multinationals who we will service jointly through our local, regional and global strategic preferred partners and alliances.

    Customer Care Lead

     

    Job Description

    Our Client in the Gaming Industry seeks to hire a Customer Care Lead. The Customer Care Lead will be responsible for organizing team coverage to ensure all shifts are adequately covered and staff resource is efficient. Carrying out a thorough and ongoing call-monitoring program designed to ensure high levels of service are maintained at all times. Provide feedback to the team to keep them engaged and motivated.

     Responsibilities

    • Ensure the customer service team meet and exceed customers’ needs.
    • Generate new initiatives and constantly challenge the team to improve customer service.
    • Provide excellent customer support for escalated issues by email/call/chat/SMS etc, always striving to resolve the issue and not escalate further.
    • Contributing to and ensuring compliance of Team KPI’s.
    • Organize team coverage to ensure all shifts are adequately covered and staff resource is efficient.
    • Carry out a thorough and ongoing call-monitoring program designed to ensure high levels of service are maintained at all times. Provide feedback to the team to keep them engaged and motivated.
    • Respond to clients throughout each shift; ensure our players receive the fastest possible and accurate response (live chat / telephone / e-mail).
    • Prioritize cases according to internal procedures – be aware of competitor’s delivery in these areas for comparison and bench marking.
    • Develop internal systems to provide electronic tools to help improve team performance.
    • Initiate, deliver and maintain the C/S vision and goals that are clearly communicated and agreed with the C/S team and the product owners.
    • Be proactive in anticipating peaks and troughs in work flow, promotions and key events; ensure feedback given to the business owners accordingly for their review.
    • Manage staff schedule, attendance, punctuality and performance. Influence positivity, attitude and work ethos, to ensure a conducive working team environment for all staff.
    • Creation and management of monthly team quota, ensuring staffing levels are optimally maintained at all times.
    • Assist with the recruitment of new starters (CV vetting, interviewing). Organize and conduct training for new staff.
    • Carry out regular one to ones, mid-year and annual reviews.
    • Assist management with the collation of data around department activity for daily, weekly and monthly reporting purposes.

    Qualifications

    • Bachelors’ degree in a relevant field (Marketing / Communications etc.)
    • At least 3-5 years managerial experience in a fast paced dynamic environment.
    • Experience in coaching, training and motivating a team.
    • Ability to lead a team by example demonstrating our clients’ values as a foundation for the working day.
    • Ability to change and adapt working practices to suit the needs of an evolving company.
    • Able to manage performance objectively, consistently and within time scales.
    • Ability to work under pressure.
    • Strong organizational skills.
    • Competent and capable of making operational decisions.
    • A flexible approach to working hours.

    go to method of application »

    Chief Customer Experience Officer

     

    Our Client in the gaming industry seeks to hire a Chief Customer Experience Officer responsible for balancing customer needs with business requirements and presenting a compelling case for internal change and improvement.

     Responsibilities

    • Increase promoters and decrease detractors
    • Champion the customer throughout the business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement
    • Champion the customer service department. This entails assessing and managing the customer service team to continually improve processes and outcomes
    • Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them
    • Manage all customer service processes, remembering that we are becoming more proactive and engaging customers earlier in the cycle.
    • Ensure that the Computer systems in place are being used to the required standards and identify and promote any areas of efficiency.
    • As problem areas for customer service are identified you must engage the Director Business Unit to agree priorities and then engage your customer services team to address these areas and make the planned changes quickly and effectively
    • Financial analysis. Manage your budget effectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance. Report your
    • Work with the Director Business Unit and other stakeholders to drive continual improvement in people, technology, processes, service and product design and build.
    • Establish and test new strategies to improve the customer service experience.
    • Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.
    • Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs.
    • Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate.
    • Liaise with Human Resources on all employment issues.
    • Ensure continual up skilling in customer services through evaluation, development and training of staff

    Day to day management.

    • Manage your customer services team to deliver what customers need and to continually improve your customer service team’s efficiency and effectiveness.
    • Ensure that you build a positive team culture with strong positive engagement.
    • Specific tasks (not an exclusive list, but indicative) a. attend weekly scrums and build meetings.
    • Produce a monthly Board report and attend Quarterly Board meetings, contribute to wider business priorities.
    • Manage Subcontractors including continual performance measurement and reporting
    • Manage the out-of-hours process and ensure adequate cover is in place at all times
    • Monitor and highlight trends where relevant
    • Escalate customer issues, act promptly and where necessary visit/call the customer personally to agree a plan of action
    • Ensure the department operates in accordance with Company policies and procedures

    Qualifications/Experience

    • Bachelors’ degree in a relevant field (Marketing / Communications etc.)
    • At least 5 years managerial experience in a fast paced dynamic environment.
    • Experience in coaching, training and motivating a team.

    Key Competencies

    • Ability to work under pressure.
    • Strong organizational skills.
    • Competent and capable of making operational decisions.
    • Ability to lead a team by example demonstrating our clients’ values as a foundation for the working day.
    • Ability to change and adapt working practices to suit the needs of an evolving company.
    • Able to manage performance objectively, consistently and within time scales.
    • A flexible approach to working hours.

    Working Environment

    • Position is office based (locally)
    • Normal working hours are 8.30am – 5.00pm

    Method of Application

    Applicants who meet the requirements stated above should send their applications and detailed CVs with a daytime Telephone number to the email address: jobs@hcsafrica.com with the position on the Subject line.

    Candidates MUST indicate their Current and Expected salaries.

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