Customer Team Leader
This job is no longer accepting applications
See open jobs at KOKO Networks.See open jobs similar to "Customer Team Leader" Shortlist.Customer Service
kigali, rwanda
Posted 6+ months ago
About KOKO Networks
KOKO Networks is a venture-backed climate-tech company with 1,800+ employees across East Africa, India, and the United Kingdom. Our mission is to imagine and deliver technology that improves life in the world’s fastest growing cities. We offer a fast-paced and highly collaborative work environment with significant opportunities for professional growth. Our core lines of business currently include: (1) KOKO Fuel, an ultra-clean liquid bioethanol cooking fuel solution delivered via a network of smart fuel ATMs and leveraging existing downstream liquid fuels infrastructure; and (2) KOKO Climate, which retails the emissions reductions that occur from switching households from deforestation-based charcoal to KOKO Fuel. In 2021, KOKO was selected as the world’s leading emerging markets climate technology solution by FT/IFC.
Your Role:
As the Customer Care Team Leader at KOKO Networks Rwanda, you will be an integral part of our customer-centered approach, Your role involves overseeing and guiding a team of KOKO Center Representatives, supporting their sales efforts, and managing the day-to-day operations of the call center, assisting in the development of customer care strategies.
What You Will Do
- Customer Service:
- Responsible for overseeing the delivery of high-quality customer service across all touchpoints, ensuring that customers have a positive experience with KOKO Networks.
- Responsible for managing the performance and development of the customer care team, ensuring that they have the necessary skills and tools to deliver a world-class customer experience.
- Must work closely with cross-functional teams across the organization, including Operations, Marketing, and Sales, to ensure that the customer experience is consistent and aligned with KOKO Networks' overall business objectives.
- Provide guidance and training to KOKO Center Representatives to effectively showcase the benefits of KOKO Cookers and drive sales.
- Monitor sales performance and provide feedback to team members to help them achieve their sales targets.
- Responsible for overseeing the delivery of high-quality customer service across touchpoints. Ensure that customer queries are recorded accurately in the KOKO Software for prompt resolution and efficient customer service.
- Generate insightful reports to inform decision-making and identify areas for improvement.
Team Management:
Cross-functional Collaboration:
Sales Excellence:
Customer Service Support:
Data Recording and Reporting:
What You Will Bring
- Bachelor's degree from an accredited university, preferably in a business-related area of study
- 8+ years experience in a similar position
- Proven success of strong leadership
- Strong analytical thinking skills
- Commercial acumen
- Good planning and organizational skills
- Customer service technology use: Fresh desk or any other CRM software
- Ability to work under pressure and with minimum supervision
- Comfort role modeling behaviors in line with KOKO culture, including leadership, professionalism, customer orientation, safety consciousness, and innovation
- Unquestionable Integrity
KOKO is committed to gender and racial diversity in the workplace. We encourage candidates of all backgrounds to apply!
This job is no longer accepting applications
See open jobs at KOKO Networks.See open jobs similar to "Customer Team Leader" Shortlist.
