Manager, KOKO Care and KOKO Center

Location

Kagal | India

Job description

As the Manager, KOKO Care and KOKO Center, you will be responsible for overseeing the overall customer experience at KOKO Networks Rwanda. This multifaceted role includes managing high-quality customer service, developing customer care strategies, addressing customer inquiries and complaints, overseeing the performance and development of the customer care team, and managing the operations of KOKO Centers.

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What You Will Do

• Customer Service:
• Responsible for overseeing the delivery of high-quality customer service across all touchpoints, ensuring that customers have a positive experience with KOKO Networks.

Strategy:

• Develop and implement customer care strategies that align with KOKO Networks overall business objectives and meet the needs of our customers.

Feedback and Continuous Improvement:

• Collect and analyze customer feedback to identify areas for improvement, and work with cross-functional teams to continuously enhance the customer experience.

Team Management:

• Responsible for managing the performance and development of the customer care team, ensuring that they have the necessary skills and tools to deliver a world-class customer experience.

Call Center Management:

• Responsible for overseeing the operations of the call center, ensuring that calls are handled efficiently and effectively, and that customer inquiries and complaints are resolved promptly.

Cross-functional Collaboration:

• Must work closely with cross-functional teams across the organization, including Operations, Marketing, and Sales, to ensure that the customer experience is consistent and aligned with KOKO Networks overall business objectives.

Sales Excellence:

• As part of KOKO Center responsibilities, ensure effective selling of KOKO Cookers, delivering exceptional customer service support, assist with refueling, manage stock levels, and promoting customer engagement.

Data Recording and Reporting:

• Accurately record customer interactions using KOKO software. Generate insightful reports for data-driven decision-making.

What You Will Bring to KOKO

• Bachelors degree from an accredited university, preferably in a business-related area of study.
• 4+ years of experience in a similar position.
• Proven success in strong leadership.
• Strong analytical thinking skills.
• Commercial acumen.
• Good planning and organizational skills.
• Proficiency in customer service technology use, including Freshdesk or any other CRM software.
• Ability to work under pressure and with minimum supervision.
• Fluency in both Kinyarwanda and English.
• Previous experience in a customer interactive and sales role, preferably with FMCG.
• Passion for customer service.
• High degree of self-motivation.
• Results orientation and comfort in a performance-driven work environment.
• Good computer skills and experience with system data inputs.
• Strong written and oral communication skills.
• Must present a copy of criminal records upon recruitment.

Job tags

Salary