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Majorel Kenya Limited
Kenya | Team Leader - DF6284
Nairobi, Kenya
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Sidel
Customer Care Manager
Nairobi, Kenya
Closing: May 30, 2024
18 days remainingPublished: Apr 30, 2024 (13 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
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Team Leader
Responsibilities
Team Leader
Team Leader
Responsibilities
* Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation aligned to the industry in responding to and resolving any queries relating to the unit's operations, whilst contributing to procedures development and improvement through continuous reviews.
* Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
* Ensures that patient issues are dealt with in an efficient manner, informing the Operations Manager of any problems that may arise.
* Works closely with the respective departments providing support to the inbound team in order to maintain a continuous knowledge of the Markets / campaigns in order to identify potential issues and/or opportunities within or related to the Specific Account.
* Ensures that all processes and procedures are completed, quality standards are met.
* Identifying performance gaps and ensures interventions are implemented in a timely manner to close the gaps.
* Monitoring account specific systems and processes for effective staff utilization
* Ensures that the Service Level Agreement is met.
* Responsible for all client communication, conflict resolution, and compliance on client deliverables.
* Carries out real time performance evaluation and gives timely feedback to the CSCs to ensure optimal work performance.
* Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team with and fully complying with the departmental & organizational operation policies, procedures, and relevant regulations & legislation in responding to and resolving any queries relating to the unit's operations, whilst contributing to procedures development and improvement through continuous reviews.
Requirements
* Degree in any related field
* C1 proficiency in Swahili and C1 English.
* Proficient in MS Office Suite MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer
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