Dorbe-Leit Consulting Limited is a consulting practice providing transformational human resource management based services.
We become involved with our clients in their transformation, providing services that are value-adding and measurable in their contribution to our clients’ success. Catapulting your business to success is our purpose.

Our client is planning to invest $300 Million in rental Housing in Nairobi focused on students and Young People. They are looking for a well seasoned Customer Service Center Manager.

Purpose of the Job

The purpose of the role is to drive a positive customer experience through the Customer Service Centre via phone, email, web/live chat, video, social media, correspondence, etc. The role will be responsible for ensuring all customer engagements and queries are addressed to the point of resolution.

The incumbent will be responsible for the end to end customer experience including customer management, advisory as well as customer surveys through the Customer Service Centre. In addition, the incumbent will be responsible for ensuring lead conversion on leads generated through social media, inbound enquiries and the sales team.

The Customer Service Center Manager will have the following responsibilities:
•    Provide a single touch point for customers to enhance brand appeal in the market.
•    Provide the voice of the customer to the business.
•    In-charge of customer lead management process with targets on conversion of leads generated through social media, inbound enquiries and through on ground sales people
•    Run campaigns in line with sales and marketing head through emails and calling 
•    Manage inbound and outbound calling processes and email communications driven through system
•    Coordinate smooth day to day running and operations of the Customer Service Centre including setting of objectives for the Centre’s daily operations, floor management and shift management for the team
•    Undertake performance management and KPI setting for the Customer Service Centre team; 
•    Set up automated response systems, deploy Customer Service Centre monitoring systems, CRM linkage of IVR, Customer Service Centre Executive level requirements of hardware for ensuring professional Customer Service Centre experience to customers.
•    Shall be a transition manager identifying repetitive and transactional processes within the organization and delivering them efficiently through the internal contact center
•    Understand the requirements from head customer acquisition sales and property operations and convert them into transactions which shall be delivered through a team of executives through inbound and outbound calls and email sending/receiving
•    Provide advice to management based on the Customer Service Centre’s statistics, sales rates, costs, customer metrics and feedback from customers as well as the CRM system to aid in setting business objectives;
•    High process and systems thinking to create standardization of activities and monitor performance across agents driving productivity and efficiencies
•    Coordinate with property operations head to enable transactions throughout the life cycle of the customers including but not limited to debt collection reminder calls, maintenance ticket management and closure, handling customer queries and complaints with proper and appropriate resolution
•    Team development including training, coaching and mentorship on calls and email etiquette as well as acceptable service standards and in line with Acorn brand values 
•    Ensure adherence to systems and processes for timely and accurate reporting of various operational and financial MIS through system
•    Oversee end to end customer experience including customer management, advisory as well as customer surveys through all customer touch points;  

   Manage the content and script creation for all customer touch points as well as social media platforms in collaboration with the marketing team; 
•    Establish and maintain a customer centric culture among the team; 
•    Develop and implement operational policies and procedures in collaboration with other key stakeholders. 
•    Work in close coordination with IT team to further automate the transactions 

Key Requirements

●  Must have excellent analytical and communication skills 
•    Results-oriented, accountable, with proactive leadership skills.  
•    Ability to lead by example and drive change.
•    Determined, hard-working, individual who is prepared to work around barriers that arise in the course of an initiative.
•    Have an optimism that student accommodation is a great solution to university accommodation challenges,
•    Able to get other people excited about new opportunities and new ways of getting old jobs done.
•    An innovative thinker who is prepared to take calculated well-considered risks.
•    A mature professional who is positive and supportive towards colleagues and external collaborators.
•    Ability to communicate effectively with individuals and groups of people.
•    Ability to move from selling concept to on-the-ground reality through relationship building.
•    An effective team player.
 

Academic and Professional  Qualification

•    Bachelor’s/Master’s degree with 6-8 years in managing Contact Centre operations in any related sector (banking, insurance, telecom, Ecommerce), which involves high volume transactions 
•    Preference with someone who has been part of setting up contact center operations for any industry
•    3-4 years proven experience in managing teams (incl. performance management, employee relations, employee engagement).
•    Working Knowledge of any ERP/CRM, system used to manage operations
•    Energetic, motivated, and Detail oriented
•    Good communication skills 
•    Good financial acumen (added finance qualification would be an advantage)
•    Self-starter with a good business sense 
•    Creative and proactive approach towards challenges 
•    Ability to influence and build relationships at all levels especially with external customers 
•    Independent, resourceful and possess high drive to excel

Key Leadership Capabilities

Understand the consumer & customer
•    Build   understanding   of   consumers/   customers/   suppliers/   stakeholders   &   leverage   this understanding when making business decisions
•    Build sustainable relationships with key stakeholders to shape the operating environment
•    Address difficult issues proactively when dealing with stakeholders.
    
Commercial understanding
•    Basic finance acumen
•    Make commercial decisions that impact positively on both short- and long-term bottom line results
•    Drive unnecessary costs out of the business
•    Ensure the right processes and controls are in place to minimize business exposure to risk.

Collaborate & Influence
•    Actively listen and build positively on other ideas
•    Exhibit trust, fairness and ethical awareness
•    Promote ideas and influence in areas where you do not direct control or authority
•    Mobilize and allocate resources effectively to achieve what is best for the business.