At a glance
- Closing date
- The listing does not give one. Employers often close early when they have enough applicants, so apply soon.
- Where
- Nairobi, Kenya
- How to apply
- On myjobmag.co.ke, where the employer takes applications.
- Similar roles
- 80 other open Customer Service & Support roles on the Kenya board right now.
- This employer
- Mogo Finance has 15 open roles on RezSync.
Responsibilities
Team Management:
Supervise, mentor, and support a team of inbound customer care agents.
Schedule shifts and allocate tasks to ensure proper staffing during peak and off-peak hours.
Conduct regular team meetings to communicate updates, address concerns, and foster team cohesion.
Performance Monitoring:
Track and analyze individual and team KPIs (e.g., call response times, first-call resolution, Lead Generation, Call Coding and loan issuances).
Provide regular feedback and performance reviews to team members.
Develop performance improvement plans for underperforming staff and recognize high achievers.
Customer Experience Enhancement:
Monitor and assess calls to ensure adherence to quality standards and policies.
Ensure customer complaints are escalated to the customer success team to ensure proper resolution.
Identify trends in customer issues and recommend process improvements.
Training & Development:
Train new team members and provide ongoing coaching to enhance skills and product knowledge.
Ensure to update the team timely on changes occuring within the company to ensure good information flow.
Operational Efficiency:
Develop and implement strategies to improve efficiency and reduce customer wait times.
Monitor and manage workflows, ensuring calls are handled promptly and effectively.
Utilize ERP and Re-dash to track team activities and generate insights for decision-making.
Reporting:
Prepare daily, weekly, and monthly reports on team performance and customer feedback.
Provide insights and recommendations to management based on analysis of operational data
Requirements
Must have a degree or diploma in Business Administration or any other relevant related field.
At least one-year Previous relevant experience in Logbook and Dispatch would be an added advantage.
Strong analytical and problem-solving skills.
Excellent knowledge of record keeping.
Ability to adapt quickly and work independently.
Must be fluency in English and Kiswahili.
Must have a high degree of integrity and loyalty.
go to method of application »
Minimum qualifications
BA/BSc/HND , Diploma
How to apply
Use the link(s) below to apply on company website.
Sales Officer- Coutrywide
Sales Agent - Checkoff Loans - ( Country wide)
Head of Telesales & Retention
Customer Solutions Agent
Customer Care Team Lead (Inbound)
Customer Care and Debt Collection Agent (Device Financing)
https://www.myjobmag.co.ke/apply-now/1376566
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