Customer Care Manager at Watu Credit Limited

Job Purpose:

• Customer Care Manager who will be responsible for managing and overseeing the functions of customer service, customer care, quality assurance, communication, social media marketing, and call center operations of the company. The Customer Care Manager will ensure that the customer care team provides excellent service to the customers, meets the quality standards and targets of the company, and communicates effectively with the internal and external stakeholders. The Customer Care Manager will also be responsible for developing and implementing strategies and policies to improve the customer care processes and performance, and to ensure compliance with the regulatory and ethical requirements.

Key Duties and Responsibilities:
Business Operations Oversight:

• Monitor and manage the day to day operations of the customer care team, ensuring that they meet the performance standards and targets set by the department
• Identify and implement opportunities for improvement and innovation in the tools and processes used by the customer care team, aiming at enhancing efficiency and effectiveness
• Define and communicate the expectations and best practices for customer service and operational excellence, and lead by example in demonstrating them

Leadership and People Management:

• Set a clear vision and direction for the customer care team, and inspire them to achieve it
• Provide coaching, feedback, and recognition to the customer care team, and create a positive, inclusive, and engaging work environment for them
• Plan, organize, and coordinate the activities of the customer care team, and make sound decisions based on data and analysis
• Prepare, manage, and control the budget for the customer care department, and ensure accountability for the financial outcomes
• Team performance management by managing the KPIs and giving performance feedback.
• Manage the operational expenses of the customer care unit, such as staff salaries, incentives, training, etc., with prudence and transparency
• Manage the operational expenses of the customer care unit, such as staff salaries, incentives, training, etc., with prudence and transparency
• Customer Service Management:
• Develop and implement customer service policies and strategies to ensure service quality across the company.
• Manage the customer service team and ensure that they handle customer inquiries, complaints, feedback, and requests promptly and professionally across all channels (phone, email, chat, social media, etc.)
• Implement customer service standards and policies to ensure consistent quality of service delivery
• Train and coach the customer service team on customer service skills, product knowledge, communication skills, etc
• Analyze customer data and feedback to identify customer needs, expectations, satisfaction levels, loyalty levels, etc
• KPIs: Customer satisfaction rate (CSAT), net promoter score (NPS), first response time (FRT), first contact resolution (FCR), customer retention rate (CRR)

Quality Assurance Management:

• Manage the quality assurance team and ensure that they monitor and evaluate the quality of service provided by the customer service team and call center agents
• Conduct quality audits or inspections on customer service interactions regularly or randomly to verify their quality level or compliance status
• Identify quality issues or gaps in customer service delivery and initiate corrective or preventive actions to resolve them
• Implement quality management systems (QMS) such as ISO 9001 or similar standards to ensure continuous improvement of quality performance
• KPIs: Service Quality score (QS), quality variance (QV), compliance rate (CR), error rate (ER)

Call Center Operations Management:

• Manage the call center operations and ensure that they provide efficient and effective service to customers via phone calls
• Manage the call center team and ensure that they follow the call center procedures and guidelines effectively
• Evaluate the performance of the call center agents together with HRs and provide feedback and support on a monthly basis
• Optimize the call center resources such as staff, equipment, software, etc. to ensure optimal utilization and productivity
• KPIs: Call volume (CV), call duration (CD), call abandonment rate (CAR), call resolution rate (CRR), average handling time (AHT)
• Communication: Work closely with group communication and social media team to
• Lead and supervise the customer service team in Tanzania responsible for external communication and social media marketing, ensuring that they create and deliver effective and engaging communication messages to customers and stakeholders.
• Monitor and evaluate the communication and social media marketing performance, using metrics such as reach, engagement, conversion, retention
• Identify and implement opportunities for improvement and innovation in the communication channels and methods
• KPIs: Reach, engagement conversion retention

Knowledge, Skills and Qualifications:

• Bachelor’s degree in Business Administration or any other related field
• 5-7 years of proven experience in a customer service position, in managerial roles and a strong understanding of contact center operations is an added advantage
• Self motivated with high energy and ability to prioritize, meet deadlines and flexibility to adopt fast paced and dynamic working environments
• You are passionate about our mission to empower entrepreneurs and ability to demonstrate company values
• Demonstrated strong leadership skills, driving performance, decision-making, analytical, organizational, and planning skills, influencing culture and love for developing talents
• Excellent communication skills and ability to build rapport, work and blend with a team of individuals from diverse backgrounds
• Excellent interpersonal skills with a team spirit to go an extra mile and assist other team members to achieve common goals.
• Proven track record of leading and overseeing customer service or quality assurance or call center operations successfully
• Excellent knowledge of customer service or quality assurance or call center processes and best practices
• Strong leadership, communication, interpersonal, problem-solving, Ability to work under pressure, handle multiple tasks and deadlines, adapt to changing situations, and manage conflicts effectively