Lead, gCare and Quality Assurance at Green Africa

Job Role

• Provide weekly and monthly customer touch points analytics and winning solutions to the Chief Commercial Officer to improve customer retention
• Develop and implement customer care processes to ensure quality assurance is aligned with Green Africa’s standard
• Establish SLA for each agent and turnaround time between 25 min - 45 min
• Weekly meetings with the gCare team to analyze data of all customer interactions
• Setting clear monthly KPIs and service procedures, policies, and standards for the customer care agents
• Working collaboratively with the third-party company daily to understand customer issues at the call center and provide proactive solutions
• Overseeing high volume of calls and messages
• Identifying training needs and organize training interventions to meet quality standards and reduce negative customer experience and improve customer satisfaction
• Ensuring compliance of all calls and email across the touch points as they align with Green Africa especially during disruptions
• Any other duties assigned by the Chief Commercial Officer.

Qualifications

• A graduate of any numerate or administrative discipline
• Experience as a Customer Care and Quality Assurance/Auditor in a technology or e-commerce environment
• Proficiency in the use of the Microsoft office Suite.
• Good working knowledge of several customer interaction platforms (eGain, Hootsuite, Sprout social etc.)
• Excellent writing skills with competence in drafting responses, communiques, and feedback.
• Excellent management skills.
• Key analytical and problem-solving skills.
• Resilience to prioritize tasks and complete them in a high-pressure environment

Must have skills:

• Problem Solving Attention to details Interpersonal Customer Service Time Management Analytics Performance management Communication
• Good to have skills
• People management Leadership.