BORA JOBS
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CUSTOMERS EXPERIENCE MANAGER
Description du poste
Bora Jobs is recruiting for an international company, a customer experience manager.
Our client is building a diverse and inclusive team and this opportunity is open to any qualified internal and external applicants. Women as well as candidates from Africa and those with experience working on the continent are particularly encouraged to apply for this role.
About the company
Our company is a next-generation energy company. Its mission is to improve the quality of life of their customers through inclusive energy and financial services. Its flagship product, is a modular, lease-to-own solar home system financed through affordable installments from just $0.11 per day. It uses real-time transaction data to create a next-generation credit score to finance power upgrades and other life-changing loans, unlocking modern financial services for its customers. To date, it has sold over 500,000 Solar Home Systems in Uganda, Zambia, Cote d'Ivoire, Benin, Nigeria and Mozambique, bringing clean, reliable power for lights, phones, radios, TV and much mor/e to over 2,500,000 people.
In early 2018, it joined forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy. This has allowed it to make significant commercial investments to accelerate the path to its mission, via new markets and innovative products. Together, they are making universal access to modern energy a reality.
Job Description
Exceptional customer experience is at the core of its values and strategy. As Head of Customer Experience (CX), you are both a people leader and analytical decision maker -- an incredible opportunity to own the strategy and execution of the customer experience approach, including call center operations and after sales service. You thrive on mastering the right mix of inspirational leadership, data-driven decision-making, and complex operational management. Reporting to the national Managing Director, you will play a critical role in achieving its CX vision of being rated as the top company for customer service globally.
Profil du poste
Key Responsibilities:
● Team culture: Build a team that is passionate about its mission, embodies its values, and is excited to get out of bed every single morning to bring clean, reliable, affordable electricity to all households in Cote d’Ivoire.
● Team building: Lead recruitment, team engagement, retention, and professional growth of the talent needed to achieve national goals:
○ Lead and execute the strategy for scoping and sourcing the ideal profile candidates to build a motivated, quickly scaling, and high retention team of Service Center Associates (SCAs) and Customer Service Representatives (CSRs)
○ Own the on-boarding process for its SCAs and CSRs to ensure they will be successful
○ Provide on-going training, mentorship, and development of individuals; ensuring in particular that the teams excel in providing an exceptional customer experience in every interaction with each customer.
○ Build its emerging leaders in the Call Center and in the Service Centers (transition its budding CSR Coordinator and Interim SCA TLs into people leaders)
○ Develop effective and scalable systems and oversee execution by effectively delegating and giving ownership to a strong team of high-performers below you
○ Build and manage a team of like minded, hard-working individuals including directly managing Call Center Manager and Service Center Manager
● Analytical decision making -- strategy, planning, and execution: Develop and execute customer experience strategy to scale nationwide operations in Cote d’Ivoire (working closely with the company Leadership):
○ Organization scale-up: Design and implement processes necessary for its Call Centers and Service Centers to Scale rapidly to meet customer demand as it turns Cote d’Ivoire into its country.
○ Goal, target, and incentive setting: Use a strong grounding in its data to ensure that the team has clear, inspiring, and ambitious goals and targets, paired with incentives to drive motivation; in order to support growth in key areas including quality of service and efficiency
○ Delivery and execution: Manage a group of highly motivated teams and individuals to collaborate on achieving growth, revenue, and portfolio quality targets.
○ Reporting: Coordinate, drive, and measure results in forecasting call center demand, planning adequate workforce capacity, and inspiring the team in real-time
● Global cross-pollination: collaborate with the other market teams & Global team of the company to leverage best CX practices from Cote d’Ivoire, implement best practices from other country teams, and brainstorm solutions to common challenges
● Innovation: Create a culture of innovation in the company and invest in innovative solutions to challenges, opportunities, and scale, including leading the implementation of our field based vetting application
○ Lead its Customer Experience research and innovation (customer voice and customer financial lives) throughout Cote d’Ivoire, using results to make strategic, data-driven changes to improve customer experience
Required Skills & Experience
● Several years of experience leading and managing a team dedicated to providing top-tier customer experience. Preferably in a developing country setting
● Experience crafting and executing customer service strategy
● Strong analytical decision making capabilities. Ability to take complex and varied data analyses to prioritize results, draw conclusions, and convert into actionable strategy
● Excellent Written and Verbal Communication Skills, including English and French fluency
● Ability to work both in teams and independently
● Critical thinking skills (ability to think outside the box)
● Ability to work under pressure to meet deadlines
Desired Skills & Experience
● Masters Degree or A Bachelor’s degree from a recognized institution
● Knowledge and experience with call flow technologies and strategies
● High level of emotional intelligence
● Proficiency in other local language
Dossiers de candidature
are you made for this job? send your application to mireille@bora.eductation as soon as possible.
