Customer Service Manager, Bilingual, Togo
Sun King
Customer Service
Togo
Posted on May 23, 2025
Location: Lome, Togo
The team you would join:
The Customer Service Team serves as the first point of contact for Sun King’s more customers. The team provide exceptional service to both prospective and existing customers with product, service, payment, and overall customer relationship related inquiries. Customer Service Executives play an important role in ensuring Sun King customers can access fair, reliable, and timely response for any product or service related needs. The team works cross-functionally with Sun King’s Operations and Sales teams to serve the breadth of customer related inquiries.
About the role:
The Customer Service Manager Togo will oversee the call center service team with a customer centric vision in placing customers first to ensure that the Sun King customer satisfaction is in line with industry standards . The person will manage performance KPIs of the service teams with regular team engagements on welfare checks, continuous improvements, coaching and mentoring in a bid to continually build capacity. Stakeholder engagement on joint drive in line with business goals and customer centricity.
The team you would join:
The Customer Service Team serves as the first point of contact for Sun King’s more customers. The team provide exceptional service to both prospective and existing customers with product, service, payment, and overall customer relationship related inquiries. Customer Service Executives play an important role in ensuring Sun King customers can access fair, reliable, and timely response for any product or service related needs. The team works cross-functionally with Sun King’s Operations and Sales teams to serve the breadth of customer related inquiries.
About the role:
The Customer Service Manager Togo will oversee the call center service team with a customer centric vision in placing customers first to ensure that the Sun King customer satisfaction is in line with industry standards . The person will manage performance KPIs of the service teams with regular team engagements on welfare checks, continuous improvements, coaching and mentoring in a bid to continually build capacity. Stakeholder engagement on joint drive in line with business goals and customer centricity.
- Department
- EasyBuy Program Management
- Employment Type
- Permanent - Full Time
- Location
- Togo
- Workplace type
- Onsite
- Reporting To
- Customer Service Manager, Africa
What you would be expected to do:
- Manage Call Center Operations of while driving focus to enhancing a customer centric culture across the business
- Manage and motivates staff and workforce - building a top performing operational team and instilling a culture of accountability, results, and flexibility to meet/exceed customer expectations.
- Work with the workforce team to ensure we have the right capacity and skills mapping within the call center organizational structure to deliver best in class service to all customers across all service business lines and products.
- Drive revenue impact campaigns within the call center to achieve maximum conversion rates as well as quality customer onboarding
- Ensuring all clients are served within required timelines by developing and reviewing existing processes and policies to cater for customer satisfaction
- Efficiency in case management in line with customer escalations resolution within the agreed SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
- Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, major system outages for follow-through and feedback to customer facing teams.
- Proactively developing and implementing systems and projects that helps ease customer effort in accessing products and services offered through monitoring, tracking, and reporting on the viability of work resources, working systems and on remote functions.
- Timely bill and Vendor management of Call Center Operational costs while driving initiatives that drive cost optimization and reduction. Working with Telcos and IT in provision of services required for seamless uptime operations
- Continuous review of outgoing customer communications for approval before sending out
- Customer onboarding- Managing the client onboarding team towards continued success in customer satisfaction and customer experience whilst ensuring process compliance
- Provide insights from customer trends and performance data to make informed judgements about operational and procedural changes
- Drive people management initiatives with focus on process compliance and performance management in line with call center and company policies
- Strategically drive team engagement to drive inclusion and ensure productivity with 100% through periodic feedback loop
- Work with key stakeholders to ensure 100% internal and external customer satisfaction and ensure that we boost the Organization’s NPS, CSAT and CES scores
- Partner strategically with Senior Management functions across the company functions to define and implement successful programs and ensure growth within the call center
- Ensure daily, weekly, and monthly reporting on service campaigns performance against stipulated metrics.
You might be a strong candidate if you:
- Have 3 years plus experience in managing operational customer service teams at a managerial role.
- Have a degree from a reputable institution
- Have experience in a contact center set up is required
- Are proficient in spoken and written English and French.
- Are a team player, patient and people centric as you will be dealing with a highly skilled and conversant team.
- Have research abilities, and able to translate customer feedback into data, and customer ideas into product recommendations.
- Are experienced in using data analytics tools such as PowerBI, Looker or Tableau
- Demonstrate the ability to motivate and communicate with others at all levels.
- Influential relationships skills and able to use these relationships to deliver service improvements.
- Have good customer centric behavior with devotion to high-quality customer service with an outgoing, positive attitude and strive for customer empathy.
- Have strong organizational skills to ensure you’re on top of every follow up and nothing falls through the cracks.
- Ability to coach and mentor culturally diverse skilled teams.
- Good with staff engagement and team motivation concepts that can boost staff morale.
- Are proficient in MS Office
What we offer (in addition to compensation and statutory benefits):
- An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry.
- The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Sun King employees who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Academy.
About Sun King
Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash.
Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers.
Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families.
Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King’s workforce.
