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.
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