Customer Care Team Leader Job Mogo Finance

Customer Service Jobs, Mogo Finance Jobs.

Responsibilities

• Give constant direction to team members to ensure that all customer inquiries are attended to on time
• Offer Training to new and existing customer care agents
• Give performance reports of the customer care agents to the management for evaluation and reward purposes.
• Ensuring Call Centre KPIs are achieved and submit weekly and monthly agents’ performance reports
• Constantly promote employee engagement to identify training needs
• Ensure that all customers complaints are timely logged in and updated in CRM
• Identify the main customer issues raised daily and provide a root cause analysis with proper recommendation on solutions
• Manage and approve customer communication via Infobip and Facebook and ensure they are handled within accepted SLA
• Track attendance of customer care agents & ensure they are punctual for their shifts
• Any other Duties assigned

Qualifications

• Diploma/Degree in Business related course
• Knowledge on Microsoft Excel, Word & PowerPoint Office suite
• 1 year experience as a customer care team leader or any other relevant experience
• Have an ability to influence and collaborate with a team
• Multitasking and time-management skills, with the ability to prioritize tasks
• Loyalty and integrity
• Fluent in English and Swahili

How to Apply

Click here to apply