We are the leading telecommunication company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information. We keep over 42 million customers connected and play a critical role in the society, supporting over one million jobs both directly and indirectly while our total economic value was estimated at KES 362 Billion ($ 3.2 billion) for the 12 months through March 2021. We are listed on the Nairobi Securities Exchange (NSE) and with annual revenues of close to KES 298 Billion ($2.5 billion) as at March 2022. We were founded in 1997 as a fully owned subsidiary of Telkom Kenya before a 40 percent acquisition by Vodafone Group PLC in May 2000, and a public offering of 25 percent shares through the NSE in 2008. Under the management of Vodafone Group PLC, we welcomed Michael Joseph, as our first CEO, a few months later in July of 2000. He led the company’s growth to accommodate 16.71 million subscribers from the previous 20,000, largely owing to innovative products like M-PESA in 2007.
Customer Support Team Lead
Reporting to the Senior Delivery and Operations Lead, the responsibility of the position holder shall include but is not limited to responsible for providing frontline assistance to customers by addressing inquiries, resolving issues, and delivering a positive customer experience through various communication channels in the Public Sector Digital Transformation team.
Job Responsibilities
- Health and Safety; Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work and adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.
- Managing relationships with hardware and software vendors, service providers, and third-party suppliers to ensure timely delivery of products and services, negotiate contracts, pricing and resolve issues or escalations.
- Lead the different consortiums in the cluster on matters related to customer support and escalations on rolled out products
- Delivery of high-quality Customer Support Centre with different escalation matrices in all interactions with customers that meets and surpasses set individual & team Net Promoter Score target.
- Provide a dedicated help desk or support line for immediate assistance with system-related issues, including technical problems and user errors.
- Take ownership of all customer issues arising. Lead team in resolving customer complaints.
- Lead team in Identifying and escalating priority issues and where necessary. Following up on customer concerns to ensure issues are closed within agreed SLA.
- Ensure a structured process for tracking, managing, and resolving incidents, including escalation procedures for critical issues.
- Establish mechanisms for receiving and addressing feedback from users regarding system performance and support services.
- Maintain an internal repository of troubleshooting guides, best practices, and system documentation for easy reference by the support team.
- Cross-functional Collaboration: Working closely with internal and external stakeholders such as customer support, technical support, logistics and sales to coordinate inventory-related activities and ensure alignment with overall business goals and objectives.
- Team Leadership and Development: Leading a team of end-user device technicians, call center and Technical Support, including recruitment, training, performance management, and mentorship. Fostering a collaborative and customer-focused work environment.
- Compliance and Regulation: Work closely with legal team, supply chain, marketing, and PR team as well as other stakeholders in ensuring compliance with regulatory requirements and industry standards governing inventory management.
Qualifications
Must have technical / professional qualifications:
- Degree in any business-related field.
- 3 years of direct Support of Information Systems in a busy Service Provider environment support Center and customer experience.
- At least one year experience in public sector
- Project Management certifications will be an added advantage.
- Previous experience with partner management, business, procurement and budgeting is an added advantage
- Experience in Agile delivery
How to Apply.
If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to create/ update your candidate profile on the recruitment portal and then Click on the apply button. Remember to attach your resume.
