Description:
Mobisol Ltd (www.plugintheworld.com) was founded in 2011 to prove that solar home
systems were an ideal solution for off-grid electrification and could address
the rural electrification gap. Mobisol’s proprietary solar home
system (SHS) is capable of providing enough power for lighting, mobile
charging, radios, televisions, and even refrigerators, and can be sold for
monthly installments as low as $10 per month. They are seeking to fill the
following position
systems were an ideal solution for off-grid electrification and could address
the rural electrification gap. Mobisol’s proprietary solar home
system (SHS) is capable of providing enough power for lighting, mobile
charging, radios, televisions, and even refrigerators, and can be sold for
monthly installments as low as $10 per month. They are seeking to fill the
following position
1.POSITION IDENTIFICATION
Company Name
Mobisol Rwanda Ltd
Position Title
Head of Customer Care
Position Type (i.e. Full-time, part time, contract,intern)
Full-time
Reports to
Managing Director
Function Area / Department
Customer Care
Location
Nyamata Ville, Bugesera
Salary Range
2. POSITION OBJECTIVE
The Head of Customer Care will lead the development
of all Mobisol customer relationship management processes: the organization of
all interactions between Mobisol and the customer. The development of
strategies to initiate and implement improvement of efficient customer service
will form an important part of this role.
of all Mobisol customer relationship management processes: the organization of
all interactions between Mobisol and the customer. The development of
strategies to initiate and implement improvement of efficient customer service
will form an important part of this role.
3. GENERAL RESPONSIBILITIES / DUTIES
Reporting to the Managing Director, this role
carries responsibility for the management and motivation of Mobisol’s call
centre operation (i.e. in- and outbound) tasked with delivering enhanced
operational performance to deliver market leading levels of service in-line
with our company’s growth objectives.Key responsibilities:
carries responsibility for the management and motivation of Mobisol’s call
centre operation (i.e. in- and outbound) tasked with delivering enhanced
operational performance to deliver market leading levels of service in-line
with our company’s growth objectives.Key responsibilities:
– Consistently monitor and review operational – in-
and outbound – processes, identifying and implementing improvements
and outbound – processes, identifying and implementing improvements
– Generate new ideas to improve customer
interactions and execute on them with the support of marketing, sales, and
technical teams
interactions and execute on them with the support of marketing, sales, and
technical teams
– Collect and analyse call centre performance data
to further improve department standards
to further improve department standards
– Provide visible and effective leadership and
encouraging impeccable customer service times
encouraging impeccable customer service times
– Ensuring the Customer Care team is motivated to
deliver an exemplary service, addressing and escalating their concerns
deliver an exemplary service, addressing and escalating their concerns
– Provide tailored and supportive training to
enhance operational performance and engagement: helping staff to meet required
quality standards; and implementing an appropriate system of quality assurance
enhance operational performance and engagement: helping staff to meet required
quality standards; and implementing an appropriate system of quality assurance
– Provide periodic customer feedback to executive
team through standard reporting
team through standard reporting
In addition, general departmental organisation and
administration (i.e. shift scheduling, personnel management, etc.) as well as
budget planning and controlling will also be key tasks for this position.
administration (i.e. shift scheduling, personnel management, etc.) as well as
budget planning and controlling will also be key tasks for this position.
4. COMPETENCES REQUIRED
Communication Skills
– Very good spoken and written English and
Kinyarwanda, French and Kiswahili skills preferable
Kinyarwanda, French and Kiswahili skills preferable
– Excellent communication skills: written, verbal
and presentation
and presentation
Team work
Proven interpersonal skills and experience working
in a team of > 30 people
in a team of > 30 people
Technology Skills
– Must have knowledge of a variety of computer
software applications in word processing, spreadsheets, and database
software applications in word processing, spreadsheets, and database
– Knowledge of CRM and phone (e.g. PABX) systems
Planning and Organizing
– Demonstrated ability to lead a team (of 10
people) and operate successfully in a highly complex environment
people) and operate successfully in a highly complex environment
– Planning shift schedules
Other Competencies / Skills
– Strong analytical and problem solving
capabilities
capabilities
– Must possess a strong personal presence and
ability to provide executive oversight on customers’ issues
ability to provide executive oversight on customers’ issues
– Strong desire to continuously improve customer
experience
experience
– Must be able to improvise in customer situations
towards a successful resolution
towards a successful resolution
5. QUALIFICATIONS /KNOWLEDGE/ EXPERIENCE
Qualifications
– University graduates with a relevant
qualification in customer service, marketing, sales, or similar areas.
Possession of a Master degree in the above fields is a plus.
qualification in customer service, marketing, sales, or similar areas.
Possession of a Master degree in the above fields is a plus.
Knowledge, Skills and Experience (Essential)
– Extensive knowledge of customer service delivery
and expertise in contact/call centre operation
and expertise in contact/call centre operation
– Proven experience managing continuous customer
improvement in a medium-size company, which puts customers at the heart of
every aspect of the organization
improvement in a medium-size company, which puts customers at the heart of
every aspect of the organization
– Ability to organize, streamline and improve
processes and procedures
processes and procedures
Knowledge, Skills and Experience (Desirable)
Experience working in an international environment
Minimum Experience (Years)
5+ years of experience with focus on customer
service and/or contact/call centre
service and/or contact/call centre
HOW TO
APPLY:
APPLY:
Interested applicants should submit an application
letter, resume/CV and a one page cover letter outlining the factors that make
the candidate particularly suitable for the post (in English), 3 relevant
traceable referees with their day time telephone contacts, and copies of your
degrees to: amos.byamukama@plugintheworld.com and Copy to: jobsrw@plugintheworld.com
letter, resume/CV and a one page cover letter outlining the factors that make
the candidate particularly suitable for the post (in English), 3 relevant
traceable referees with their day time telephone contacts, and copies of your
degrees to: amos.byamukama@plugintheworld.com and Copy to: jobsrw@plugintheworld.com
Note that the Subject of the email should be the
position as, ‘’HEAD
OF CUSTOMER CARE’’. No Phone calls. Any form of lobbying or canvassing
will lead to disqualification.
position as, ‘’HEAD
OF CUSTOMER CARE’’. No Phone calls. Any form of lobbying or canvassing
will lead to disqualification.
Deadline: The applications are reviewed on rolling basis
until the position is filled.
until the position is filled.
Note that due to the anticipated high interest in
the above positions; only successful candidates will be contacted.
the above positions; only successful candidates will be contacted.
Date at Nyamata, Bugesera on November 19th,
2014 .
2014 .
Amos BYAMUKAMA
Country Head of Human Resources,
Mobisol Rwanda Ltd.
