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Saturday, February 18, 2017

Powerhive Inc Customer Service Manager Vacancy in Kisii, Kenya

Powerhive, Inc.
Vacancy: Customer Service Manager
Location: Kisii, Kenya
Job Category: Marketing
Hiring Manager: Director – Sales, Marketing and Customer Engagement
Department: Sales, Marketing and Customer Engagement
Region: Job location is Kisii with some visits to Nairobi for meetings
Role Purpose: Develop and manage the Company’s customer service standards and maintain customer retention after the initial connection
Key Responsibilities
  • Develop a Customer Service Policy for the company – 10%
  • Implementation of the Customer Service Policy (including training of all technical staff on their performance metrics in line with the Customer Service Policy) – 20%
  • Identify and resolve all customer issues within agreed timelines and to the standards set out in the Customer Service Policy including regular customer VOC – 30%
  • Evaluate and report on all Customer Service activities at such timelines as will be agreed upon – 5%
  • Develop and implement a Customer Retention Program within the company – 10%
  • Ensure that all customer service targets are met at each customer touch point – 15%
  • Manage Customer Service SLAs with contractors and EPC companies – 10%
Reporting Relationships: Customer Service Representatives
Decision Making
  • Formulate customer service policies, practices and procedures – Generating inputs, deciding – Large
  • Implementation of the customer service policy – Deciding – Large
  • Resolution of all customer issues – Generating inputs, deciding – Large
  • Managing customer service SLAs with contractors – Generating inputs – Large
  • Contract suppliers selection and recruitment – Providing inputs – Large
  • Recruitment of team members – Deciding – Large
  • Evaluation of performance of team – Deciding – significant
  • Long-term Planning – Staff requirements, Customer Retention, Program Budgetary provisions
  • Short Term Planning – Customer Service Policy and implementation
Type of Planning
  • Long Term Planning 1-2 Year
  • Short Term Planning 1-4 Months
Financial Responsibility
  • Managing the approved customer service budget
Responsibility for customer satisfaction
  • Maintain CSAT score and an NPS that is better than competition by 25% or more
Relationship Management
  • Finance: Budgets, expenditure approvals
  • Engineering and EPC contractors: Customer issue resolution, training on different levels of customer support
  • Sales, Marketing and Customer Acquisition: Customer communication during the whole customer acquisition process
Project Management
  • Type of projects – Implementation of Customer Service Policy and Customer Retention projects
  • Nature/level of Responsibility – Fully responsible from planning to delivery
Performance Drivers
  • Hands-on approach – Ability to set up a department from scratch and get your hands dirty in every aspect in the initial phases
  • Managing through people – hires the right people and motivates them to perform. Establishes focus on company goals. Fosters teams work
  • Delivering results – can do. Delivers, drives Powerhive to win. Sets & prioritizes challenging targets. Decisive, makes decisions. Focused, manages own time & other resources. Is cost conscious without compromising quality, Manages risks.
  • Understanding of the base of the pyramid market – ability to serve the base of the pyramid market without being prejudiced. A problem solving mindset that drives customer satisfaction even with rural customers
  • Making a personal difference – positive & courageous. Resilient, takes personal responsibility. Curious, seeks opportunities to learn.
Minimum Educational & Professional qualifications required
  • Honors Degree in marketing or business studies, or relevant course
  • Min 5 years in a Customer Service Role
  • Min 4 Years in Customer Service Management or Supervisory Role
Technical Competencies
  • Problem solving and analytical skills
  • Proven ability to motivate and lead the customer service team
  • Experience in developing customer service and customer retention programs
  • Experience managing contractor SLAs
  • Excellent written and oral communication skills
  • Good working knowledge of Microsoft office suite
How to Apply
CLICK HERE to apply online
Powerhive provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
Due to the large volumes of application expected, only shortlisted candidates will be contacted.

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