Customer Service Manager Job Description

Solidaire Rwanda Ltd is a fast expanding company and our online business is growing significantly and we are looking for an experienced Customer Service Manager to manage our regional hub contact centre in Kigali.

Reporting into the Director of Customer Service, your most important role will be recruiting, leading and motivating a team of staff to ensure they’re giving the best Customer Service possible.

Responsibilities

• Oversees all aspects of the Customer Service experience to troubleshoot processes and procedures and make improvements of Customer Service quality
• Oversee the achievement and maintenance of agreed Customer Service levels and standards
• Makes regular reports to upper management about department milestones and progress
• Recruit, mentor and develop Customer Service agents and nurture an environment where they can excel through encouragement and empowerment
• Performance management of Team including regular 1-2-1 meetings and side by side coaching and feedback
• Identify and address staff training and coaching needs
• Holds regular meetings with department staff to discuss expectations and hear team concerns
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Deliver a great place to work, inspiring those around them and leading by positive example

Capabilities

• Demonstrable success in driving operational efficiency and improved Customer satisfaction
• Ability and resilience to handle conflict and problem solve under pressure
• Excellent communication, collaboration and people management skills
• Creatively inspire and motivate teams to achieve and exceed performance goals
• Experience coaching, developing and retaining employees and providing a collaborative and positive work environment
• Willingness to work unsocial hours and shifts, particularly evenings and weekends

Qualifications/Experience

• A Bachelor degree in any commercial field, Mass Communication, Social sciences and/or Management, or any related field.
• A Masters is an added advantage
• Information Technology coupled with some technical certification and
• High level of verbal and written English Language
• Strong knowledge & interest in sports, with some prior knowledge of betting/gambling and gaming desirable.
• Proven management success in similar Contact Centres, Telesales, and/or Customer Service role
• Flexibility, drive and enthusiasm to succeed
• Project management experience, particularly in start-up operations