Customer Service Manager
Sun King
About the role
- Department
- EasyBuy Program Management
- Employment Type
- Permanent - Full Time
- Location
- Madagascar
- Workplace type
- Hybrid
- Reporting To
- Customer Service Manager - Africa
What you will be expected to do
- Manage service function operations while focusing on enhancing a customer-centric culture across the business.
- Steer and motivate the workforce, building a top-performing operational team and instilling a culture of accountability, results, and flexibility to meet or exceed customer expectations.
- Enable managers to guide teams effectively, fostering team work within a merit-based network.
- Evaluate and optimize the workforce to ensure the right capacity and skills mapping within the call center structure, delivering best-in-class assistance across all service lines and products.
- Ensure clients are served within required timelines by developing and reviewing processes and policies to enhance customer satisfaction.
- Ensure efficiency in case management and resolution of customer escalations within endorsed SLAs.
- Continuously document recommendations and drive implementation to guarantee improved performance.
- Proactively develop and implement systems and projects that ease customer access to products and services, assisted by monitoring, tracking, and reporting on the viability of resources, systems, and remote functions.
- Ensure timely billing and vendor management of call center operational costs while driving cost-optimization initiatives. Work with with Telcos to provide services required for remote working.
- Continuously review outgoing customer communications for approval before release.
- Steer the customer onboarding team towards sustained success in customer satisfaction and experience.
- Evaluate customer trends and performance data to make informed choices about operational and procedural changes.
- Strategically drive team engagement to promote inclusion and ensure productivity with fully remote teams through periodic feedback loops.
- Partner with other company functions to define and implement successful programs and oversee call center growth.
- Manage staff disciplinary issues where coaching and training have failed to improve performance, ensuring sufficient documentation for key stakeholders.
- Ensure daily, weekly, and monthly reporting on service campaign performance against stipulated metrics.
- Document all absences and ensure records are updated on available systems and trackers.
- Develop a tracking system to establish and identify noticeable trends.
- Maintain accountability across team members and managers, involving HR for disciplinary actions where applicable.
- Maintain proper control of shrinkage, ensuring both planned and unplanned shrinkage do not exceed 35% of total headcount for each team/function.
- Ensure smooth workflows for remote work, including timely follow-up and resolution of issues, and implement hybrid work where applicable.
- Manage and evaluate performance appraisals for Madagascar customer engagement functions, including quarterly performance reviews.
- Maintain hourly, daily, weekly, and monthly performance tracking with a strict follow-up system.
You might be a strong candidate if you have
- Demonstrate minimum 3+ years managing operational customer service teams in a managerial role, preferably in common or dedicated environments.
- Are dedicated to high-quality customer service, consideration and the capacity to translate customer feedback into actionable improvements.
- Have proven ability to coach, mentor, and develop culturally diverse teams while driving engagement and motivation.
- Possess excellent communication, negotiation, presentation, and relationship-building skills to influence and deliver service improvements.
- Have strong organizational and follow-up skills to ensure timely execution and accountability.
- Hold a bachelor’s degree (preferred), proficiency in MS Office, IB tools, and data evaluation.
What Sun king offers
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- 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 Center for Leadership.
About Sun King
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 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.