Summary
Date Posted: Tuesday, October 15, 2019 , Base Salary: Not Disclosed

JOB DETAILS:

Human Capital Synergies Africa (HCS Africa) is a Nairobi (Kenya) based human resources professional services provider whose primary target market includes small and medium entrepreneurs and non-governmental organizations spanning the African continent. Its other target markets include large entrepreneurs, government departments, parastatals and multinationals who we will service jointly through our local, regional and global strategic preferred partners and alliances. .

Job Responsibilities:
• Ensure the customer service team meet and exceed customers’ needs.
• Generate new initiatives and constantly challenge the team to improve customer service.
• Provide excellent customer support for escalated issues by email/call/chat/SMS etc, always striving to resolve the issue and not escalate further.
• Contributing to and ensuring compliance of Team KPI’s.
• Organize team coverage to ensure all shifts are adequately covered and staff resource is efficient.
• Carry out a thorough and ongoing call-monitoring program designed to ensure high levels of service are maintained at all times. Provide feedback to the team to keep them engaged and motivated.
• Respond to clients throughout each shift; ensure our players receive the fastest possible and accurate response (live chat / telephone / e-mail).
• Prioritize cases according to internal procedures – be aware of competitor’s delivery in these areas for comparison and bench marking.

Job Skills: Not Specified

Job Qualifications:
• Bachelors’ degree in a relevant field (Marketing / Communications etc.)
• At least 3-5 years managerial experience in a fast paced dynamic environment.
• Experience in coaching, training and motivating a team.
• Ability to lead a team by example demonstrating our clients’ values as a foundation for the working day.
• Ability to change and adapt working practices to suit the needs of an evolving company.
• Able to manage performance objectively, consistently and within time scales.
• Ability to work under pressure.
• Strong organizational skills.
• Competent and capable of making operational decisions.
• A flexible approach to working hours.

Job Education Requirements: Not Specified
Job Experience Requirements: Not Specified

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Job application procedure
Applicants who meet the requirements stated above should send their applications and detailed CVs with a daytime Telephone number to the email address: jobs@hcsafrica.com  with the position on the Subject line. Candidates MUST indicate their Current and Expected salaries.

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