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Détails de l'offre

Ville:
Abidjan
Localisation du poste:
Ivory Coast
Type de contrat:
CDI
Métier:
Service client

Détails sur l'entreprise

Secteur d'activité:
Energie
Nombre d'employés:
11-20

Candidat préféré

Niveau professionnel:
Manager (encadrement de personnel)
Diplôme:
Bac+3
Exp. minimum:
2-5 ans

Compétences professionnelles

Call Center operations skills

Langues parlées

English, French

Description de l'offre

The Customer Care Manager will be responsible for increasing engagement and support to customers ensuring retention and growth of current business; working across the business to increase revenue and to promote existing and new products and services to customers

The Customer Care Manager will develop and execute departmental plans to increase customer engagement in line with the overall strategic objectives of the company. In addition, provide leadership to the customer services team introducing innovation and Best Practice in customer relationship management.

The successful Customer Care Manager will be commercially astute understanding the link between excellent customer services and profitability; a leader who can develop the team allied analytical with good interpersonal skills capable of working across the organization.

Key Responsibilities
1. Build a highly motivated, integrated, transformation-focused customer experience function including to coach and develop the customer's retention & service teams.
2. Design, develop and implement innovative Customer Experience propositions.
3. Delivery of customer experience solutions to unlock customer value.
4. Serve the company as thought leader on Customer Experience and Customer Insight.
5. Increase effectiveness of staff and tools by recognizing opportunities for development and/or improvement.
6. Develop metrics to measure growth and performance
7. Oversee your management team in relation to their on-going monitoring of individual and team performances in line with departmental Key Performance Indicators (KPIs).
8. Ensure that the need for additional staff, skills, processes, systems, equipment and all other operational demands are managed within departmental budgets and as proficiently as possible.
9. Manage customer relationships, working with sales and marketing to drive, develop and grow relationships with customers.
10. Direct and define the strategy for customer implementations to drive improved speed to revenue in alignment with the sales strategy.


Pré-requis pour ce poste

• Experience in call centre management at a senior or leadership level.
• Understanding of operational management practices and how they are applied to analyze and evaluate operational needs.
• Proven success in supporting and/or leading multiple customer facing support teams and ability to deal directly with customers and customer issues to ensure customer satisfaction.
• Good understanding of metrics and databases.
• An understanding of sales issues and the ability to work with and keep communication lines open with Sales with regard to existing and new business opportunities, principles and practices of contact center services.
• Ability to take company strategy and translate into specific tasks and plans.

A propos de l'entreprise

English : The multinational company provides clean, affordable and reliable solar electricity to the 1.3 billion people living with limited grid access. We enable people to replace hazardous and expensive, kerosene lanterns and diesel generators with modern solar electricity that can power lights, mobile phones, fans, computers, TVs and other small electric devices (all at once, every day). By providing Solar Power as a Service, we offer homes and small businesses a simple and affordable way to pay for electricity in small installments using their mobile phones.

Français : Notre société est une multinationale dans le secteur des énergies renouvelables et nouvelles technologies qui offre à des millions de ménages l’accès à l’électricité par des installations solaires très performantes, propres et innovantes. Grâce à une technologie innovante de convergence entre l’Energie et les Télécommunications, la société permet de disposer de l’électricité propre, abondante et abordable, en remplaçant les sources d’énergies polluantes, chère et dangereuses En intégrant le paiement digital des services d’électricité nous permettons aux ménages et aux petites entreprises un accès innovant a l’électricité et une solution pérenne à leur besoins énergétiques.

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