Connecting buyers and sellers in Tanzania since 2009!
 
1. Feb, 14:28
Ad ID: 1290395
Application deadline 15. Mar

Customer Service Manager

Other Dar es Salaam District Dar Es Salaam
Details
Application deadline
2019-03-15
Business / Employer name
CARLCARE TECHNOLOGY TANZANIA LTD
Job Level
Management level
Work Type
Full Time
Minimum Qualification
Bachelor
Years of Experience
4 years
Description

Transsnet is a joint venture between Transsion, the manufacturers of smartphone brands used by over 30% of Africans, including Tecno, Infinix and Itel, and NetEase, one of China’s biggest internet companies.

You will have the benefits of working in a startup environment as part of an international team with the opportunity to make a big impact, while being supported by the resources and network of our established parent companies.

Job description

1. Optimize the organizational structure of the department.

2. Develop and optimize the SOP of the customer service department. Implement Plus 1 Customer Service Delivery in Contact Center

3. Responsible for the performance evaluation, the formulation of reward and punishment system and the implementation of the company's assessment indicators.

4. Daily management of personnel, training, recruitment, etc. Responsible for the daily performance improvement of CSRs

5. Report on daily customer interactions across all channels and CSRs’ performance as well as all KPIs.

6. Ensure that Call Center facilities, equipment and environment are maintained at the highest possible standard

7. Support IT and other Units on deployment and enhancements of key Contact Center platforms (IVR, CRM, Knowledge management, etc.)

8. Deploy strategy to deliver Answered and Service Levels across all channels (Inbound, Social Media, Chats, etc.)

Basic Qualifications

  • Bachelor’s degree or higher
  • 4+ years of relevant leadership experience in a customer service role
  • Excellent oral and written communication skills
  • Strong analytical skills. Use of Analytical tools (Excel, SPSS, etc) and functions like IFs, PIVOT Table, Trend Lines, etc. will be an added advantage
  • Strong working knowledge of PC based internet and software applications (Microsoft Office Access, Outlook, Word, Excel, Power Point and Visio).
  • Able to handle, prioritize, multiple projects simultaneously
  • Understanding of contact center platforms (IVR, CRM, Knowledge management, etc.)
  • Understanding of financial services and smartphone apps

Send your CV through this email: [email removed]

Transsnet Financial Transsnet Financial is launching game-changing fintech apps in the Tanzanian market to help people transact, save and borrow money

ZoomTanzania Disclaimer:
AVOID SCAMS
NEVER PAY TO HAVE YOUR CV/APPLICATION PUSHED FORWARD. Any job vacancy requesting payment for any reason is a scam. If you are requested to make a payment for any reason please report abuse using the button on this page.
bm_tz
Member Since 20. Nov '17 2082 Total Ads / 274 Active Ads
Verified via:
Email Mobile Number

Apply for this job
 
To apply for this job, please go to the following website www.brightermonday.co.tz
Report This Ad
Cancel
Join our weekly Newsletter

Learn about new items, custom picked just for you.

Join our Mailshot

Notification for member sales, events and promotions.