The
Solar Revolution needs you!
Solar Revolution needs you!
BBOXX
Capital Rwanda wishes to recruit qualified and self-motivated staff to work in
the following position;
Capital Rwanda wishes to recruit qualified and self-motivated staff to work in
the following position;
BBOXX is an international
company based in London leading the solar revolution across the developing
world. Currently operating in more than 14 different countries BBOXX
has already electrifiedmore than 325,000 people. W
company based in London leading the solar revolution across the developing
world. Currently operating in more than 14 different countries BBOXX
has already electrifiedmore than 325,000 people. W
e are aiming to
make that number 20 million by the year 2020. Unlike other off-grid solar
providers, BBOXX controls the whole process from design to manufacture to
distribution and financing.
- JOB
DESCRIPTION – Customer Service Manager
Reports
to: Retail
Manager
to: Retail
Manager
Location: Kigali -Customer
Service Call Centre (80%) and Field (20%)
Service Call Centre (80%) and Field (20%)
Purpose: To manage the
Customer Service across BBOXX operations, including the Customer Service Call
Centre and directly at shops across the country; to maintain high levels of
customer satisfaction, raising issues to senior management where they arise;
and to coordinate the customer touch points.
Customer Service across BBOXX operations, including the Customer Service Call
Centre and directly at shops across the country; to maintain high levels of
customer satisfaction, raising issues to senior management where they arise;
and to coordinate the customer touch points.
Job
Responsibilities
Responsibilities
- Assist
in the implementation of a Customer Service Call Centre - Manage
daily operations at the Customer Service Call Centre; including a team of
supervisors and call operators - Coordinate
the collection of data from the Call Centre, and provide reports to
Country MD and Regional Managers - Monitor
and improve customer service across the BBOXX Shop network - Coordinate
the implementation of Customer Satisfaction Surveys - Work
with Regional Work stream Owner to implement operational improvements at
the Customer Service Call Centre - Audit
processes at the Customer Service Call Centre - Train
new Customer Service staff
Description
of tasks
of tasks
- Day-to-day
management of Call Centre Team - Weekly
preparation of shift rota - Manage
budget for Customer Service Call Centre - Collect
call volume data and produce reports for senior managers - Raise
recurring customer issues with senior managers - Carry
out process audits for all aftersales processes to be managed at the Call
Centre - Meet
targets for reduction of late payers through call centre processes - Meet
targets for call volumes and response to mass SMS systems - Perform
quality assurance on out-going calls and shop interactions - When
required, assist in recruitment and training for new staff
Person
Specification
Specification
Must
hold degree in Social Works and Social Administration, Business Administration,
or related field, with at least 3 years’ experience in a Customer Service /
Call Centre based role, including people management.
hold degree in Social Works and Social Administration, Business Administration,
or related field, with at least 3 years’ experience in a Customer Service /
Call Centre based role, including people management.
Desired
skills include:
skills include:
- Excellent
communication - Strong
motivational skills - Good
at planning and organisation - Polite,
tactful and friendly attitude - Ability
to multitask - Excellent
problem-solving skills - Ability
to show understanding to customer needs
Deadline:13th
August, 2017at 17.00 hours
August, 2017at 17.00 hours
How
to apply:
to apply:
- Send
your C.V. and cover letter to careers.rwanda@bboxx.co.uk - Must
put the position you are applying for in the subject line. Failure to do
this, your application shall not be considered.
Only
Shortlisted candidates will be invited to interview.
Shortlisted candidates will be invited to interview.
