The Customer Service Manager Kenya will lead the call center service team with a customer centric vision in placing customers first to ensure that the Sun King customer satisfaction is in line with industry standards . They will be responsible for managing performance KPIs of the service teams with regular team engagements on welfare checks, continuous improvements, coaching and mentoring in a bid to continually build capacity. Stakeholder engagement on joint drive in line with business objectives and customer centricity.

What you would be expected to do

• Manage Call Center Operations of 400+ while driving focus to enhancing a customer centric culture across the business
• Leads and motivates staff and workforce - building a top performing operational team and instilling a culture of accountability, results, and flexibility to meet/exceed customer expectations. Target is to enable managers leading their teams independently, with a high degree of collaboration and within a competence-based network.
• Evaluate and optimize the workforce to ensure we have the right capacity and skills mapping within the call center organizational structure to deliver best in class support to all customers across all service business lines and products.      
• Ensuring all clients are served within required timelines by developing and reviewing existing processes and policies to cater for customer satisfaction
• Efficiency in case management in line with customer escalations resolution within the agreed SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
• Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, major system outages for follow-through and feedback to customer facing teams.
• Proactively developing and implementing systems and projects that helps ease customer effort in accessing products and services offered through monitoring, tracking, and reporting on the viability of work resources, working systems and on remote functions.
• Timely bill and Vendor management of Call Center Operational costs while driving initiatives that drive cost optimization and reduction. Collaborating with Telcos in provision of services required for remote working
• Continuous review of outgoing customer communications for approval before sending out
• Customer onboarding- leading the client onboarding team towards continued success in customer satisfaction and customer experience
• Analyze customer trends and performance data to make informed decisions about operational and procedural changes
•  Champion people management with focus on process compliance and performance management in line with call center and company policies
• Strategically drive team engagement to drive inclusion and ensure productivity with 100% remote teams through periodic feedback loop
• Collaborate with key stakeholders to ensure 100% internal and external customer satisfaction and ensure that we boost the Organization’s NPS and CES scores    
• Partner strategically with leadership functions across the company functions to define and implement successful programs and support growth within the call center  
• Manage staff disciplinary issues where coaching and training have failed to achieve the desired increase in performance with sufficient documentation to key stakeholders      
• Ensure daily, weekly, and monthly reporting on service campaigns performance against stipulated metrics.

You might be a strong candidate if you

• 3 years plus experience of managing operational customer service teams at a managerial role.
• Must be a teamplayer, Patient and people centric as you will be dealing with a highly skilled and conversant team.
• Keen analytical and research abilities OR You’re highly analytical and able to translate customer feedback into data, and customer ideas into product recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Influential relationships skills and able to use these relationships to deliver service improvements.
• Excellent communication and negotiation skills.
• Customer centric behavior with devotion to high-quality customer service with an outgoing, positive attitude and strive for  customer empathy.
• Strong organizational skills to ensure you’re on top of every follow up and nothing falls through the cracks.
• Ability to coach and mentor culturally diverse skilled teams.
• Good with staff engagement and team motivation concepts that can boost staff morale.
• Bachelor's Degree preferred
• Experience in shared and dedicated environment
• Proficient in MS Office
• Strong people management and development skills
• Strong communications and presentation skills

The Analyst will work as part of the Data team to support Greenlight Planet analytical needs.

• We are looking for technically minded candidates, with the ability to collate data to support trends, analysis, and insight. Specific responsibilities include reporting metrics, analyzing methodologies, and suggesting operational improvements across the business. Moreover, the candidate should be self-driven, eager learner and demonstrate great attention to detail.
• What you would be expected to do
• Provide support to the data team and internal departments by responding to data requests and ensuring accurate translation of requirements
• Turn data into insight and communicate your findings effectively
• Design a reporting structure/template to improve effectiveness of analyses & visualizations
• Contribute to the testing and user acceptance process to ensure solutions are successfully implemented and meet business requirements

You might be a strong candidate if you

• Graduating within 6 months with a Bachelor’s Degree in Computer Science, Engineering, Statistics,or a similar quantitative field
• Some relevant internship experiences
• Proficiency in Microsoft Excel
• The ability to communicate quantitative analyses to audiences with varying technical backgrounds
• An interest in learning and applying statistics to solve real business problems
• Strong analytical, problem-solving, and time management skills
• Good interpersonal skills to effectively communicate with developers within the team and the diverse mix of external stakeholders
• Some experience in programming desirable, but not essential

As the Associate Manager After Sales, you will be a strategic leader in designing and implementing after sales services to achieve best-in- industry customer satisfaction. After sales services consist of timely repairs and in-warranty replacements of Sun King Products. You will oversee the After Sales Team, managing a team in Kenya that coordinates the services for the direct and partnerships channels. 

What you would be expected to do

• Drive Operational Efficiency: Data review and development of continuous improvement measures within the after sales team service delivery targeting CSAT & NPS. Laisse with stakeholders to provide a working plan for implementation. 
• Systems and process design: Coordinate with technology teams to ensure company systems including applications meet customer service needs. Existing and new processes are clearly tracked and provide a monitoring dashboard for the same. 
• Product Life Cycle : Develop end to end device lifecycle visibility across the multiple sections and identify potential improvement points to improve service delivery with refurbished products. 
• Support EBD efforts in the market: Coordinating with other After-sales teams to resolve discrepancies in After-sales processes and service activities or any other function allocated.
• Inventory management: Oversee inventory management of spare parts, refurbished stocks to ensure optimized inventory levels and safekeeping
• Reverse Logistics Coordination: Manage responsible defective material return to the warehouse and create measures for control and improvement. 
• Open to travel and relocate. 

You might be a strong candidate if you

• Top marks at a top 5 Regional or Globally recognized University with a degree in operations, business administration, engineering, or other relevant disciplines. 
• An advanced degree is welcome
• 3 to 5 years’ experience in data analysis in a team that provides after-sales services in the electronic consumer goods/ mobile industry 
• Highly analytical with a high degree of competency in Excel/Google Sheets, BI software (Looker, Microsoft BI, Tableau), and other analytical tools 
• Critical Thinker: Very strong ability to structure problems and drive towards solutions even in ambiguous situations
• Entrepreneurial Spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind. 
• Track record of success in their role e.g. fast promotion, demonstrable experience in exceeding results in their role
• Ambitious works hard and works smart (efficiently) wants to supercharge their professional development
• Excellent communication skills able to distill information and understand the way to communicate to different audiences to get results
• Demonstrates humility
• Passionate about working with rural, off-grid consumers and resolving their issues.
• Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.