Manager Customer Care Back Office (GSM & M-Pesa) Full-Time

Role purpose:

Key accountabilities and decision ownership [max 5]:       

•  Guarantee that the processes and procedures of the Back-office team is being followed and every other business unit follows them;
• Interact with the different stakeholders, internal and external, to guarantee that the SLAs are being accomplished;
• Assure that all the operational constraints are being resolved within the stipulated time on the SLA’s document;
• Interact with the internal division areas to guarantee that the front office team are empowered – action to reduce tier 2 queries; and
• Assure that Customers’ queries are resolved within the agreed timeframe, if not follow up with the specific area to improve the service, guaranteeing that the issue is resolved (root-cause analysis).

Key performance indicators [max 3]:

• 95% of Customer queries resolved in 4 hours;
• 10% of Customers’ queries escalated to Back Office – 90% of Customer queries to be resolved on first line (Agent empowerment);
• 10% of queries resolved on the 3rd line (technical support areas).

Core competencies, knowledge and experience [max 5]:

• Customer-obsessed;
• Result-driven;
• Detail oriented and used to work with tight time-frames and under pressure;
• Strong service oriented mind-set;
• Good cooperation and team management skills;
• High level of self-dependence and self-organization as well as ability to use own initiative, prioritize and plan ahead;
• Innovative attitude, challenging continuously the status quo and always looking for improvement;
• Confidentiality and discretion is mandatory.

Must have technical / professional qualifications:

• A degree in Business Management, Marketing or equivalent;
• Minimum 5 years of professional experience in big corporates, in Customer Services or Commercial; and
• Computer proficiency (Microsoft packages).