Customer Experience Manager with Twiga Foods

Job Opportunity // Customer Experience Manager with Twiga Foods

Twiga Foods is looking for a Customer Experience Manager who will be responsible for the strategic positioning, tactical planning and execution of all contact centre operations, to meet the customer and organization needs.

He/she will deliver positive exceptional customer experience through a one-stop multi-channel (phone, email, web/live chat, video, social media, correspondence, etc.,) contact centre that addresses customer queries to the point of resolution in a high volume, time-sensitive environment for the purposes of service and sales.

About Twiga Foods

Twiga Foods is a social impact enterprise that connects rural farmers to urban retailers in informal markets. Twiga is built around a simple notion, if you have efficient logistics, you can build a marketplace that pays farmers more and delivers to vendors quality produce at a lower price.

The job holder will create an appropriate environment and ecosystem for acquiring and onboarding new customer, processing of customer transactions, and the timely resolution of issues which arise in liaison with the relevant functions in the organization, in a challenging and continuously changing environment.

Emphasis will be placed on consistent superior customer care, quality management, workforce planning, recruiting, coaching and training the team, with excellence maintained through continuous review of best-fit practices and continual staff development programs to enhance employee engagement, service, knowledge, skills, and morale.

Success in this role is measured by the contact centres ability to provide friendly, professional and consistently high-quality services in adherence to approved ways of working protocols, improving call performance and efficiency, and achievement of set metrics.  Performance metrics include call efficiency, high conversion rates, staffing utilization, acceptable turnover, and financial performance.

Requirements 

• At least 7 years experience in a customer service related field, of which 3 years will have been spent in a supervisory or management capacity, in a multifaceted high volume contact centre with responsibility for team leadership and tactical management, delivering quality and quantity in a time-sensitive environment.
• Proven experience in developing and delivering contact centre metrics, and reporting statistical performance levels and extracting insights into customer satisfaction.  Competent at workforce planning and scheduling for optimal results.
• Strong leadership, relationship building, coaching and negotiation skills, able to motivate employees effectively and manage group and interpersonal conflict situations.
• Digitally literate, proficient with applicable contact centre technologies, software applications, phone systems, customer relationship management systems and the Microsoft Office suite
• A demonstrated ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Able to quickly comprehend the business and elucidate company policies and products and services offerings.

Sounds interesting to you? Here are more details about the job and the guidelines on how to apply for the job. All the best!