Wasoko Head of Customer Support & Engagement – Jobs in Kenya

About the Role

The Head of Customer Support & Engagement is responsible for developing a world-class call-center driven operation across both of these mission-critical areas. You and your team will be Wasoko’s front line, working to help solve customer challenges and support them throughout their experience. This role requires an individual with experience running and managing a call center, the passion to drive exceptional performance, and the entrepreneurial creativity to constantly optimize and develop new solutions. If this describes you please get in touch!

Key Roles & Responsibilities

Work collaboratively with business leads to understand and translate strategic objectives into experiences that delight customers
Design and outfit a customer support operation that delivers consistently strong issue resolution, FCR & CSAT while minimizing AHT
Drive an inside sales team ensuring they achieve contact, sales & engagement targets
Identify and communicate customer insights that drive product improvements which reduce the need for support, deflect users to scaled support and/or otherwise minimize contact rates
Establish a process for identifying Top User Issues and their impacts, regularly sharing those insights with

business & product stakeholders in an effort to address them

Requirements & Skills

Bachelor’s degree or equivalent practical experience
+5 years in a call center environment, including time in a managerial role
Strategic and analytical thinker with a professional and positive disposition
Strong ability to communicate across various levels throughout the organization
Customer obsessed mind set
Proven track record of being proactive and innovative
Ability to lead and motivate teams
Background in sales, especially FMCG / General trade sales is a big plus
+3 years of experience in startup environment also a plus

how to apply

For more information and job application details, see; https://wasoko.breezy.hr/?&location=Kenya#positions

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