Customer Service Team Leader Job in Kenya

Customer Service Team Leader
 
Branch Overview:Branch.co delivers world-class financial services to the mobile generation. The spread of smartphones presents an incredible opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility.

Branch.co is revolutionizing banking in Kenya, and will soon expand to other countries in East Africa and in other regions across the globe. 

What We Offer: Are you ready to revolutionize customer service in Kenya? At Branch, you will be part of a talented, passionate team that is determined to make a positive impact on the lives of our customers. 


Our team has unmatched experience in financial technology and emerging markets. Since our launch in April 2015, we’ve disbursed over 1.5m USD in loans and are already profitable on our portfolio. 

Our success has led to investments from Silicon Valley’s leading VCs and we are aiming for massive growth in 2016.

Job Description: Reporting to the Customer Service Manager, this role will be responsible for the performance and coordination of our customer solutions associates.

Key Duties
  • Ensure achievement of the customer service team KPIs
  • Manage team staffing, attendance, and breaks
  • Track team KPIs and lead weekly meetings to drive performance improvement
  • Share daily product release updates with team
  • Serve as first point of escalation for issues, file tickets, and proactively resolve issues.  Manage the CS Tracker and other key documents
  • Ensure every issue is channeled appropriately and issues are never dropped
  • Ensure that all CS staff are aware of the status of all tickets
  • Reporting: regular reports on team performance, KPI achievement and attendance
  • Track quality across all Channels
  • Document suggested product improvements.  Work closely with Marketing and Credit/Risk
  • Carry out any other ad hoc duties as requested by Manager from time to time.
Qualifications
  • Extensive experience in a Customer Service environment
  • Detailed understanding of Customer service processes & KPIs
  • Highly entrepreneurial and comfortable with ambiguity and taking initiative
  • Excellent collaborator and team player
  • Extremely analytical with excellent attention to detail
Kindly visit our careers page HERE to apply

Branch International is an Equal Opportunity Employer. 

This company does not and will not discriminate in employment on any basis prohibited by applicable law.

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