Dorbe-Leit Consulting

Customer Experience Team Leader - Nairobi

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Active since 16-08-2018 Job category Sales - Support / Helpdesk
Location Nairobi Level Mid-Senior level
Educational level Bachelor / Graduate Employment type Permanent contract
Hours 0 Salary Kshs.40, 000 Gross
Our client is a Fintech company with a focus on transforming lives through financial inclusion to ensure the unserved market have access to credit.

Our client would like to fill the position of a Customer Experience Team Leader who will be reporting to the CEO.

Job Purpose/Summary
The jobholder will lead a team of Customer Experience Representatives, monitor and manage individual performance, while motivating the team to ensure that the set team targets are met.

Duties and Responsibilities
• Manage the overall teams' daily activities to ensure smooth operations
• Provide support to the team on escalated customer queries, problems or complaints so as to ensure complete resolution
• Manage the team’s performance by offering guidance, coaching and coordinating performance discussions
• Conduct team meetings to receive, give feedback and to disseminate important information
• Ensuring that the team follows their schedules properly as designed.
• Answer team members questions, help with team members problems, and oversees team members work for quality and guideline compliance
• Develop strategies to promote team member adherence to company regulations and performance goals
• Maintain constant contact with customers to ensure client satisfaction and retention.
• Conduct team meetings to update members on best practices and continuing expectations
• Analyze and report on customer, product and the overall operational challenges
• Liaise with the HR department on any people related topics, including disciplinary issues.

Minimum Requirements
• A Bachelor’s degree in Business related course or its equivalent.
• A Diploma in Sales & Marketing will be an added advantage.
• At least 4 years’ of Customer Service experience in a B2C environment is highly desirable.
• Prior team leadership experience is desirable.

Required skills and key competencies
• Experience in a team leadership role or equivalent
• Good interpersonal skills to create a cordial relationship with team members
• Performance management, coaching and mentoring skills
• Good decision making and problem-solving skills
• Knowledge of MS Office
• Excellent written and spoken English.
• Ability to work under extreme pressure and a fast paced, dynamic environment to deliver on agreed timelines.
• Good supervisory and organizational skills.
• People management.
• Report writing skills.
• Holding people accountable
• Good planning and organization skills.
• Team player with proven leadership skills.
• Good decision maker.



More information
This listing is a full-time job

Job category Sales - Support / Helpdesk
Industry / Industries Banking & Financial Services
Region Kenya
Keywords CETL

Contact information

Name Dorbe Leit