The Company
Solar Panda is a fast-growing company that provides innovative solar power systems for lighting and TV in rural communities in Kenya. Our loan-to-own model allows homes to have electricity for less than the daily cost of kerosene and mobile phone charging.
Role Profile
The Customer Care Team Lead will oversee daily operations within the call center, ensuring seamless service delivery. This position involves leading and managing a team of Team Leaders, offering guidance, training, and support to Customer care agents. The successful candidate will drive operational excellence and continuous improvement within the Customer Care team, promoting a customer-focused culture and ensuring consistent, high-quality service.
Duties and Responsibilities
• Assist in Analyzing call center data/statistics and key metrics to improve processes, ensure resources are appropriately allocated, and maximize efficiency and customer satisfaction.
• Assist in ensuring KPIs are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Assist in creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
• Assist in ensuring adherence to policies and procedures
• Establish metrics and measure customer satisfaction at regular intervals.
• Establish metrics for measuring call center efficiency and service quality.
• Instill an attitude of excellence in the department, establishing Solar Panda as an industry leader in customer service.
• Develop clear service procedures, policies, and standards and train the Team leaders to adhere.
• Maintain customer records efficiently and organize the customer database for future reference.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Take ownership of customer issues and follow problems through to resolution.
Academic Qualification & Work Experience
•Bachelor’s degree in a business field.
•Minimum of 5 year’s experience in a supervisory position in Customer Care department
•Excellent analytical skills and attention to detail Personal Attributes
•Ability to understand and respond to customer/employee needs and complaints with compassion.
•Flexibility to adjust strategies based on evolving customer expectations and company policies.
•Keen attention to detail to ensure customer queries and complaints are resolved accurately.
• Excellence in team building and motivational skills.
• Excellence in planning and organizational skills.
• Good written and oral communication skills.
• A customer-centric attitude.
The company places a high priority on personal integrity, hard work, and respect for customers and co-workers.
If this position sounds like a good fit for you, please submit your cover letter and CV to [email protected] on or before 14th November 2024. Only shortlisted candidates will be contacted. Kindly reference the job title in your application.
Solar Panda Kenya Limited is an Equal Opportunity Employer and encourages applications from qualified individuals regardless of race, religion, tribal orientation, or disability.
Female candidates are highly encouraged to apply for this position.
Solar Panda does not charge any fees for recruitment.
