Customer
Service Team Leader
Branch
Overview:Branch.co delivers world-class financial services to the mobile
generation. The spread of smartphones presents an incredible opportunity for
the world’s emerging middle class to access banking options and achieve
financial flexibility.
Branch.co
is revolutionizing banking in Kenya, and will soon expand to other countries in
East Africa and in other regions across the globe.
What We Offer: Are you
ready to revolutionize customer service in Kenya? At Branch, you will be part
of a talented, passionate team that is determined to make a positive impact on
the lives of our customers.
Our team
has unmatched experience in financial technology and emerging markets. Since
our launch in April 2015, we’ve disbursed over 1.5m USD in loans and are
already profitable on our portfolio.
Our success
has led to investments from Silicon Valley’s leading VCs and we are aiming for
massive growth in 2016.
Job Description: Reporting to the Customer Service Manager, this role will be responsible for the performance and coordination of our customer solutions associates.
Key Duties
Job Description: Reporting to the Customer Service Manager, this role will be responsible for the performance and coordination of our customer solutions associates.
Key Duties
- Ensure
achievement of the customer service team KPIs
- Manage
team staffing, attendance, and breaks
- Track
team KPIs and lead weekly meetings to drive performance improvement
- Share
daily product release updates with team
- Serve
as first point of escalation for issues, file tickets, and proactively
resolve issues. Manage the CS Tracker and other key documents
- Ensure
every issue is channeled appropriately and issues are never dropped
- Ensure
that all CS staff are aware of the status of all tickets
- Reporting:
regular reports on team performance, KPI achievement and attendance
- Track
quality across all Channels
- Document
suggested product improvements. Work closely with Marketing and
Credit/Risk
- Carry
out any other ad hoc duties as requested by Manager from time to time.
Qualifications
- Extensive
experience in a Customer Service environment
- Detailed
understanding of Customer service processes & KPIs
- Highly
entrepreneurial and comfortable with ambiguity and taking initiative
- Excellent
collaborator and team player
- Extremely
analytical with excellent attention to detail
Kindly visit our careers page HERE to apply
Branch International is an Equal Opportunity Employer.
Branch International is an Equal Opportunity Employer.
This
company does not and will not discriminate in employment on any basis
prohibited by applicable law.
