Customer Experience Team Leader Job at Dorbe-leit

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.

Responsibilities for the Customer Experience Team Leader Job

• 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

Customer Experience Team Leader Job 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.

Salary: Kshs.40, 000 Gross

How To Apply:

If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you.

Please make your application through our website www.dorbe-leit.co.ke before close of business 23rd   August 2018.Only successful candidates will be contacted.