Customer Service Manager - Africa at Sun King (Formerly Greenlight Planet)

Location: Nigeria (Allows Remote)
Reporting to: Global Customer Service Leader.

The Role

• The Customer Service Manager-Africa will lead and  work closely with our country Customer Service Managers across our existing Africa markets with a vision in ensuring that the performance KPIs are respected and in return offer support in management and training.

Job Brief

• Performance  monitoring of the Call Centre  performance against its set of KPIs and SLAs for all markets as per world class standards within the customer service benchmarks.
• Be the main point of contact for cascading new tools or procedures for implementation in all markets’ under the service functions.
• Standardization of customer service  operations across the markets, with some flexibility towards already existing procedures:
  • Interviewing and recruitment procedures
  • Onboarding
  • SOPs
  • KPIs
• Manage the execution of a reward program scheme for excellent call centre performers
  • Define career path for agents from joining date until new positionions in GLP
• Ensure motivational activities every week to boost the morale and allow Call Centre agents to improve on their performance.
• Support the Senior Manager to highlight operational risks and areas for improvement
• Leads and motivates staff and workforce - building a top performing operational team and instilling a culture of accountability, results and flexibility in order to meet/exceed customer expectations. Target is to enable managers leading their teams independently, with high degree of collaboration and within a competence-based network.
• Development, planning and implementation of a customer service excellence strategy – driving customer-oriented thinking, innovation, and relationships.
• Close collaboration with other functions (e.g. operations, finance, HR, sales team) within the africa markets  and forming platforms for collaboration of the respective teams.
• Evaluate and optimize the workforce to ensure we have the right skills, organizational structure, capacity and quality to deliver best in class support to all customers across all service business lines and products.
• Manage and Evaluate performance appraisals for the customer service functions .
• Outline and manage the service functions within the Africa call centres to industry expectations.
• Guide and mentor customer service managers through training and mentorship programmes.
• Ensure  Peak times and country levels service metrics are as par the market standards.

Job Qualifications

• Bachelor's Degree
• Extensive experience of managing operational customer service teams.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management and/or relationship management experience at a strategic level role. 
• Keen analytical and research abilities OR You’re highly analytical and able to translate customer feedback into data, and customer ideas into product recommendations
• Demonstrate ability to motivate and communicate with others at all levels
• Influential relationships skills and able to use these relationships to deliver service improvements.
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment.
• Devotion to high-quality customer service with an outgoing, positive attitude and strive on customer empathy.
• Strong organizational skills ensuring you’re on top of every follow up and nothing falls through the cracks.
• Ability to work well and mentor cultural diverse skilled teams.
• Good with staff engagement and team motivation concepts that can boast staff morale.

We are looking for someone who is driven, passionate and excited about the opportunity to bring honest, affordable, energy to homes in Africa. If this sounds like you, we would love to hear from you.

Benefits
Greenlight Planet offers a competitive salary, a fun, supportive work environment and opportunities for continued professional growth within a fast-growing global enterprise.