Job Vacancy at Easy Solar – Customer Service Manager

About Easy Solar

 

Easy Solar is a leading distribution company in West Africa, providing financing on high-quality solar products and appliances for those with limited or no access to the conventional grid. Customers can finance their purchase over time by paying in weekly or monthly instalments, with the option to pay via cash or mobile money. To date, Easy Solar has reached more than 550,000 people, distributed through our extensive network of +350 agents and outlets across Sierra Leone and Liberia.

 

Overview of the Role

 

The Customer Care Manager is an essential leader within the customer experience team, responsible for ensuring the ongoing satisfaction of customers through superior service at every touch point they have with Easy Solar.

 

• Plan and report on call centre activities (including KPIs, budget and staffing)
• Lead the Call Center operations
• Collaborate with all customer facing teams (marketing, product, sales, after-sales) to ensure superior service at every customer touchpoint with Easy Solar
• Work with Quality Assurance and Training specialist on assessing the quality of interactions between the customer care team and the customer

 

Responsibilities

 

Call Centre Planning & Reporting

• Set KPI’s and quarterly objectives for the call centre
• Develop procedures and policies to govern the call centre, and document them in a manual
• Serve as the champion of the customer at Easy Solar; delivering relevant trainings with the sales team on an ongoing basis and collaborating closely with marketing and product development on their customer facing activities
• Prepare and manage the approved customer care budget
• Present quarterly reports to management on customer satisfaction, service efficiency and quality of customer care activities, citing the most frequent challenges and flagging them to the relevant teams (incl. operations, sales, marketing, product etc.) for follow up
• Oversee the effective implementation and operation of customer care systems i.e., phone system, CRM and any other systems developed (in collaboration with IT)
• Define recruitment and training plan for the customer care team, forecasting based expected growth in active customers and capacity constraints

 

Call Centre Operations

 

• Supervise day-to-day operations of call centre agents
• Lead recruitment of any new call centre agents, team leaders and a supervisor
• Update scripts and ticketing for each functional group
• Prepare detailed reports on performance and trends
• Conduct quarterly appraisals and discuss monthly performance with team
• Coordinate with the data team to analyze payment behavior; updating call center processes and workflows when necessary to optimize the performance of Easy Solar’s credit portfolio

• Coordinate with marketing, sales and product teams on new channels for growth that have been identified, and update call center processes and workflows when necessary to account for this (e.g., telesales, online sales etc.)

 

Quality Assurance

 

• Define quality assurance processes, policies and procedures, along with metrics to assess how well we are servicing our customers at each interaction
• Review audit logs on quality assurance activities
• Define training programs with QA to upscale & manage poor quality issues
• Supervise quality control analyst

 

Desired Profile

Qualifications

• Degree in Business Administration or similar field
• 5+ years of experience in managing a call center, contact center (i.e., including online customer service), and/or maintenance service center
• Fluency in English, Krio and at least one local language (preferably Mende and/or Temne)

Skills

• Excellent computer skills (i.e., proficiency in Microsoft Office)
• Pro-active, positive, and empathetic management approach
• Excellent interpersonal communication and impeccable organizational skills
• Strong customer service skills
• Ability to identify, design and implement standards and process improvements
• Project management and planning skills
• Tracking budget expenses
• Ability to analyze data and report on the performance on customer care operations, and forecast and plan activities based on insights derived from historical performance

 

Qualities

• Demonstrated a desire to make customers lives better
• Willing to work in a flexible and creative work environment with fast evolving operations
• Able to work well under pressure and under minimum supervision
• A fast learner who is able to work with set targets
• Time flexible and able to work in a shift clock system including public holidays and Weekends
• Women are strongly encouraged to apply

 

What We Offer

 

• Competitive salary and regional/international medical insurance
• A unique opportunity to expand energy access & financial inclusion at scale in West Africa
• A secure position in a rapidly growing company with a young, dynamic and motivated team
• The opportunity to develop new solutions and concepts to support a growing retail and asset financing business

How to Apply

 

• Apply online at https://easysolar.bamboohr.com/jobs/

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