HEAD OF CUSTOMER CARE
JOB DESCRIPTION
Our Client is a company investing in using mobile payments for energy services. The company is
launching a new service using mobile payments to make renewable energy products, such as
solar lanterns, affordable to low-income people. The service will enable customers use mobile
payments such as M-PESA to pay for renewable energy products and services on a “pay-per-use”
basis, making them much more affordable especially to low-income users. The energy products
are distributed and sold through a network of local agents and outlets who are paid commission
when customers send payments.
The company is seeking an energetic, entrepreneurial and experienced head of customer service
to support the launch and expansion of the new product. Reporting to the Chief Executive
Officer you will be expected to;
Responsibilities
· Formulate, plan and execute customer service strategies;
· Develop and implement policies and procedures including call-scripts, performance
monitoring and team schedules;
· Design and implement reports to monitor performance of CCR team;
· Develop and analyse reports on customer behaviour and formulate strategies to improve
customer performance;
· Work with team members to investigate and resolve complex complaints or issues raised
by customers, e.g. relating to service or product performance;
· Manage growth of professional team;
· Direct day-to-day activities of customer service department.
Requirements
· University degree in Business Administration, Marketing or a related field.
· 5+ years high-level experience in customer care, preferably in a related industry: financial,
mobile-money or other commission based product/service in East Africa.
· Proven ability to build and manage a professional CCR team and support functions, in a
comparable industry.
· Capacity to innovate, creating new processes and structures across customer team.
· Ability to work efficiently in a high demand, team oriented environment.
· Ability to assimilate customer feedback and lead planning and execution of high level
customer-facing strategies.
· Knowledge of the local business environment, particularly in financial services, mobile
money or telecoms industries.
· Excellent computer literacy, communication and analytical skills.
· Affinity towards entrepreneurship, understanding potential benefits of mobile
technology to low-income people.
How to apply:
Send your application including a cover letter indicating your desire to work with our client; a
detailed CV highlighting relevant experience, details of current and expected salary, a daytime
phone contact, email address, and the names of three professional referees by close of business
Friday 21st October 2011.
Adept Systems
MANAGEMENT CONSULTANTS
P O Box 6416, Nairobi, GPO 00100
Email: recruit@adeptsystems.co.ke
Web: www.adeptsys.biz
Only short listed candidates will be contacted. Please note that we do not charge fees for receiving or processing job applications.
JOB DESCRIPTION
Our Client is a company investing in using mobile payments for energy services. The company is
launching a new service using mobile payments to make renewable energy products, such as
solar lanterns, affordable to low-income people. The service will enable customers use mobile
payments such as M-PESA to pay for renewable energy products and services on a “pay-per-use”
basis, making them much more affordable especially to low-income users. The energy products
are distributed and sold through a network of local agents and outlets who are paid commission
when customers send payments.
The company is seeking an energetic, entrepreneurial and experienced head of customer service
to support the launch and expansion of the new product. Reporting to the Chief Executive
Officer you will be expected to;
Responsibilities
· Formulate, plan and execute customer service strategies;
· Develop and implement policies and procedures including call-scripts, performance
monitoring and team schedules;
· Design and implement reports to monitor performance of CCR team;
· Develop and analyse reports on customer behaviour and formulate strategies to improve
customer performance;
· Work with team members to investigate and resolve complex complaints or issues raised
by customers, e.g. relating to service or product performance;
· Manage growth of professional team;
· Direct day-to-day activities of customer service department.
Requirements
· University degree in Business Administration, Marketing or a related field.
· 5+ years high-level experience in customer care, preferably in a related industry: financial,
mobile-money or other commission based product/service in East Africa.
· Proven ability to build and manage a professional CCR team and support functions, in a
comparable industry.
· Capacity to innovate, creating new processes and structures across customer team.
· Ability to work efficiently in a high demand, team oriented environment.
· Ability to assimilate customer feedback and lead planning and execution of high level
customer-facing strategies.
· Knowledge of the local business environment, particularly in financial services, mobile
money or telecoms industries.
· Excellent computer literacy, communication and analytical skills.
· Affinity towards entrepreneurship, understanding potential benefits of mobile
technology to low-income people.
How to apply:
Send your application including a cover letter indicating your desire to work with our client; a
detailed CV highlighting relevant experience, details of current and expected salary, a daytime
phone contact, email address, and the names of three professional referees by close of business
Friday 21st October 2011.
Adept Systems
MANAGEMENT CONSULTANTS
P O Box 6416, Nairobi, GPO 00100
Email: recruit@adeptsystems.co.ke
Web: www.adeptsys.biz
Only short listed candidates will be contacted. Please note that we do not charge fees for receiving or processing job applications.