Customer Service Job in Kenya

POSITION: CUSTOMER SERVICE TEAM
LEADER



Our client, a global FinTech startup based in the United
Kingdom(UK) with offices in several other countries is looking to recruit an
experienced Customer Service Team Leader to
head the 24/7/365 customer service operation in Nairobi.

The ideal candidate should have a background in online financial
services, confident and a capable leader with problem-solving ability in a
highly regulated fast-paced business.

The successful candidate will report to the Head of Operations and
Customer Service in the UK office.

Key duties

  • Daily performance planning and
    management meeting with the UK team

  • Quality calibration and action
    planning with UK-based quality control manager

  • Appraisals and performance
    management of the  Nairobi team.

  • Participation in continuous
    improvement process organised across global teams.

  • Contact centre business
    continuity and disaster recovery planning and delivery

  • Liaison with the outsourced HR
    support and outsource desktop support teams.

  • Responsible for recruitment in
    line with budgeted headcount requirements

  • Development and training of
    staff

  • Ensuring correct payroll and
    leave settlements for the team

  • Taking and resolving escalated
    enquiries

Requirements

  • 5 years of progressive
    experience in customer service team leadership preferably in a fintech
    industry

  • Demonstrated ability to work,
    manage, and meet competing deadlines in a fast-paced environment

  • Demonstrated success in
    supporting team members and senior management

  • Must have a proven track record
    of proactively identifying, communicating potential problems and proposing
    solutions

  • Bachelors degree in a
    business-related course

  • Demonstrated commitment to
    staff training and development

  • High level of interpersonal
    skills.

  • Fast thinking, proactive and
    confident working unsupervised using own initiative.

  • Have strong people management
    skills and be able to demonstrate experience in this area.

  • Ability to carry out responsibilities
    independently with minimal technical support

  • Proficiency in Microsoft office

  • Excellent communication skills.

  • Have a passion for accuracy and
    clarity of thought.

How To Apply

Please click on the link below to apply:

Any application received
after the deadline will not be considered.

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