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Customer Services Shift Lead

Job Description

Our clients in the media advertising industry are looking for Customer Services Shift Lead who an experienced to help us take ownership over the company’s assets shape and grow them to become leading channels for our operators and pave our global strategic roadmap.

The work will require constant communication and collaboration between cross-functional development and product teams, the operators, and other stakeholders.

Our ideal candidate would come from a similar industry, having filled similar roles on different scales, being fully charged and passionate to evolve with us, and becoming a market leader.

Responsibilities

Performing QA checks of support/sales communication channels.
Reporting results and performance to the direct manager on a daily, weekly, monthly basis both on personal agents’ and team levels.
Identifying the good and weak sides of each agent and actively participating in the improvement and follow-up process.
Spotting overall weak trends and habits in the department and actively participating in the resolution process.
Providing feedback to agents and taking part in personal QA meetings.
Actively searching for missing skills and KPIs on personal and team levels and providing ideas and suggestions for improvement process.
Based on the QA process and reporting, providing constant feedback on the agents’ performance, customer care, and proper support role and mindset is part of the overall company success.
Close assistance in integration of newly hired employees, strict follow-up on their communication to assure the best results from the day.
Responsibility for new employees' training. Goals achievement - service and sales.
Expanding the professional knowledge on a regular basis.
Provide ongoing feedback and training in order to improve the professional and knowledge levels.
Provide the professional answers to questions during a shift + Shift managers’ backup.
Responsibility on employees’ satisfaction: personal treatment on their problems
Employment safety feeling: personal meetings in order to expose agents’ problems and to find the solutions in order to create a sense of safety.
Create an organizational commitment: loyalty, role model.
Create a knowledge database, training plans, and internal procedures and policies.
Management routines such as team meetings, feedbacks, briefings, etc.

Skills and Qualifications

Excellent level of English and
High level of proficiency with Microsoft Office suite: Word, Excel, Outlook.
Education: Bachelor’s degree in public relations, business, or equivalent experience is an advantage.
Professional experience – previous working experience in the same or similar position at least 1 year.
Excellent communication, interpersonal and problem-solving skills.
Team Player with positive “can do” attitude;
Ability to learn and adapt in a fast and dynamic, multinational, multilingual, and multicultural environment;
Results-oriented (being Customer Support and/or Sales ones);
Willingness to work a flexible schedule to include weekends, possible holidays, and occasional overtime when needed.

Job Details

Level	:	Senior level
Industry	:	Business
Salary	:	$ 500 - 750
Experience	:	None required
Applications	:	7
Locality	:	Nairobi, Kenya
Eligibility	:	Bachelor
Company	:	Kaziweza limite...