Customer Care Team Lead at M-KOPA

Job Summary

• We are is looking to hire a Customer Care Team Lead to lead a team of Customer Care Representatives, monitor and manage individual performance while motivating the team to ensure that the set team targets are met.

Responsibilities

• Manage the overall teams' daily activities to ensure smooth operations.  
• Provide support to the team on escalated customer queries, problems, or complaints to ensure complete resolution. 
• Manage the team’s performance by offering guidance, coaching, and coordinating performance discussions.  
• Conduct team meetings to receive, give feedback and disseminate important information.  
• Analyze and report on customers, products, and the overall operational challenges. 
• Liaise with HR business partners on any people-related topics, including disciplinary issues. 
• Manage a team of Customer Care Coordinators, organize team schedules, provide support, and ensure that the team is adequately staffed during peak times.  
• Manage the knowledge repository used for providing answers and solutions for employees, maintaining accurate and up-to-date information.  
• Monitor the service level agreements and key performance indicators for the Customer Care Team. 
• Oversee the use and implementation of service management technology. 
• Review and resolve escalations that are unable to be resolved by a Customer Care officer. 
• Conduct periodic reviews of Administrative Service Center team members.  
• Provide transaction progress updates.  
• Support process improvement by identifying opportunities to enhance internal processes. 
• Gather and review data related to customer contact and interactions, and prepare reports based on data. 

Qualification and Experience

• Bachelor's Degree or Diploma in a Business field or equivalent.
• 2 years experience in a Team Leadership role or equivalent. 

Requirements:

• Proficient in MS Office Suites
• Great leadership and interpersonal skills
• Good decision making and problem-solving skills.   
• Great analytical skills
• Ability to work in a fast-paced environment
• Customer Intelligence/Customer Analytics.