Position: Customer Service Supervisor

Reporting to: Head of Customer Service

Location: Nairobi

Role type: Full-Time

About SunCulture:

Founded in 2012, SunCulture’s Vision is to build a world where people take control of their environment in rewarding and sustainable ways. SunCulture does this by developing and commercializing life-changing technology that solves the biggest daily challenges for the world's 570 million smallholder farming households. We are the largest distributor of solar water pumps / solar irrigation for smallholder farmers in Africa and were selected by Fast Company as one of the World’s Most Innovative Companies in 2021. Here is a good explainer video recently made by CNBC. Over the last 5 years the company has grown significantly and now employs 400+ people around the world.

About the role:

The Customer Service Supervisor role holder is a dynamic and results-driven individual. He /she is a key contributor to the customer service department. The role holder will be responsible for leading a team of retention representatives to ensure the effective implementation of customer retention strategies. The primary focus of this role is to minimize customer churn, enhance customer satisfaction, and contribute to overall business growth.

Key Responsibilities:

• Supervise and lead a team of customer service representatives, fostering a positive and collaborative environment through guidance, support, and coaching.

• Set and monitor performance targets for the team and individual members, implementing improvement plans as necessary to ensure goal attainment.

• Ensure high levels of customer satisfaction by overseeing the resolution of issues and escalations, and analyzing interactions for improvement opportunities.

• Implement and enforce quality assurance standards for customer interactions, conducting regular audits to maintain service quality.

• Identify training needs and facilitate ongoing development opportunities to enhance team skills and knowledge.

• Effectively allocate resources to ensure optimal efficiency and manage staffing levels to meet service demands.

• Generate regular reports on key performance indicators and utilize data-driven insights to identify trends and areas for improvement.

• Lead initiatives to improve processes and procedures, actively seeking and implementing best practices in customer service.

Qualifications:

• Bachelor's degree in Business Administration, Communication, or a related field (preferred).

• 5 years of experience in Customer Service, including a minimum of 3 years in a supervisory or managerial role within a call center or customer service environment.

• Excellent leadership, communication, and interpersonal skills.

• Strong problem-solving abilities and a customer-centric mindset.

• Proficient in using call center software and customer relationship management (CRM) tools.

• Knowledge of industry best practices and trends in customer service.

Interested?

Please apply online via this job portal. We respond to all candidates; however, only shortlisted candidates will be interviewed.

Please Note

SunCulture is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.