Customer Care Team Leader Job Mogo Finance
Job description & requirements
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
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