Customer Care Manager (Dakar, Senegal)

About Solar Panda

Solar Panda is a Canadian high-growth, clean-tech company providing home solar systems and appliances to customers in Africa without access to electricity. In Kenya, our first market, we have served over 350,000 customers, and we are profitable. Our loan-to-own model allows families to afford reliable electricity and life-changing appliances that can drastically improve their lives. Over 1 billion people in the world lack access to electricity, and we believe that access to electricity should be a right for everyone, everywhere.

Solar Panda is a Canadian company, with a small team focusing on hardware development, software development, financing, and general strategy. In Kenya, we have 56 shops across the country, 300 full-time employees and over 2000 commission-based sales agents. Find us at www.solarpanda.com. Solar Panda is now looking to replicate the Kenyan growth in Senegal.

About the Role

We are seeking a customer-oriented and experienced Customer Care Manager to join our new team in Dakar. In this role, you will be responsible for the country After Sales Operations including Call Center and Credit Collection.

The company places a high priority on personal integrity, hard work, and respect for customers and co-workers.

Key Responsibilities:

• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Maintain and improve call center operations by monitoring system performance and identifying and resolving problems.
• Execute customer service policies and procedures including call-scripts, performance monitoring and team schedules.
• Ensure the execution of the credit policies in place to ensure adequate collection rate. Analyze credit performance and propose corrective action.
• Recruit, train, and support a team of Team Leaders, Customer Care Agents and Collection Agents, adequately structured to meet sales objectives. Coach and mentor all direct reports to maximize their effectiveness and ensure delivery of the agreed objectives.

Qualifications:

• Minimum of 5 years of proven track record in customer care, preferably in a related industry such as financial, mobile money or other commission-based product/service.
• A bachelor’s degree in a related field, such as business administration, customer service or marketing. A master’s degree is a plus.
• Highly analytical with competence in Excel and other analytical tools.
• Proven ability to build and manage a professional customer care team and support functions, in a comparable industry. Experience in the development and management of reports-based customer analysis.
• Strong leadership skills, a can-do attitude and a willingness to get fully involved at the heart of the business.
• Passion for working in a social enterprise involving households in off‐grid rural areas.
• Fluent in French and professional competency in English.

If this position sounds like a good fit for you, please submit your cover letter and CV to recruitmentSN@solarpanda.com. Only shortlisted candidates will be contacted. Kindly reference the job title in your application.

Solar Panda is an Equal Opportunity Employer and encourages applications from qualified individuals regardless of race, religion, national origin, or disability.

Solar Panda does not charge any fees on recruitment.

Application Form