Customer Care Manager Job Vacancy at Bridge International Academies, Nairobi

Job Title: Customer Care Manager
Job Location: Nairobi, Kenya
Employer: Bridge International Academies Nairobi

About Us
Bridge International Academies is transforming education by attacking one of the emerging world’s biggest problems: inadequate access to and quality of education for the children of families living on less than $2/day.  As of May 2014, Bridge is operating more than 300 academies in Kenya with over 90,000 pupils. Bridge is one of the fastest growing education companies in the world with plans to open 100+ new academies in Kenya alone in 2014; and aggressive global expansion planned for 2014 and beyond.

Bridge International Academies offers a tremendous opportunity to grow with one of the world’s most exciting, ambitious, and socially conscious companies, with leadership roles available across a number of competencies and geographies.  We look forward to getting to know you!

Job Overview
The Customer Care Department is the first-line resolution centre for any and all issues that may come through from Bridge’s more than 4,000 academy staff, parents, community members, and many more. The Customer Care Manager is the leader of this team, and should have a deep understanding of the structure and operations of the business and willingness to learn as the company is continuously growing and evolving. The Customer Care Manager is responsible for managing a team of more than twenty Customer Care associates to ensure operational efficiency.

Job Duties:
    Performance Management: Setting and evaluating team members’ performance against specific targets for speed, accuracy, efficiency, sales and quality; and improving performance by increasing efficiency and maximizing productivity.
    Team Management: Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; identifying training needs and planning training sessions; organising staffing, including shift patterns and the number of staff required to meet demand.
    Managing the daily running of the Customer Care Department: Monitoring calls to improve quality, minimise errors, and track operative performance; recording statistics, user rates and the performance levels of the centre and preparing reports.
    Client Management: Liaising with supervisors, team leaders, academy staff, operatives and third parties to gather information and resolve issues; handling the most complex customer complaints or enquiries.

Education and Qualifications
    BA/Bsc in Marketing, Project Management, Business Management or any related field.
    At least 3-4 years Customer Care experience, Customer Service or help desk support.
    2 years of management experience preferably in a call centre or operations.

Experience Profile
    Experience managing people and their performance
    Experience and/or appreciation of social impact business.
    Work experience in a highly operational role in a data-driven, customer-focused environment.
    Knowledge in data analytics and research and a track record in building and implementing data-driven operational systems.
    Proven resilience to handle the realities of on-the-ground operational challenges.
    Expertise in using Customer Relationship Management and Enterprise Resource Planning systems.

Personal Attributes
    Customer service oriented, high level of motivation & professional etiquette.
    Strong verbal and written communication skills.
    A natural mentor with strong organizational and management skills.
    Savvy leader with exceptional relationship building and team development skills.
    Excellent time management skills with a key affinity to prioritizing and multitasking

Deadline Date:30/05/2013

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