Customer Care Manager - Urgent Hiring

We are searching for a hardworking Customer Care Manager to join our all-star team at M-KOPA in Gauteng.
Growing your career as a Full Time Customer Care Manager is a great opportunity to develop useful skills.
If you are strong in decision-making, leadership and have the right personality for the job, then apply for the position of Customer Care Manager at M-KOPA today!

M-KOPA is the pioneer and global leader of Connected Asset Financing that offers millions of underbanked customers access to life-enhancing products. Our advanced connected asset financing platform combines digital micropayments and IoT connectivity to offer access to products including solar lighting, televisions, fridges, smartphones, financial services and more. Our mission is to make financing for everyday essentials accessible to customers in Africa and beyond so they can achieve progress in their lives. Through the power of connected devices, we establish a unique and secure relationship with our customers, allowing them instant access to a product whilst building ownership overtime through flexible micro-payments. Through regular payments, customers can unlock access to more products and services to continue their relationship and build their credit history with M-KOPA.To achieve this, you'll be expected to: Implementing Customer Care strategies- Drive the overall implementation of customer strategies by creating tactical plans and coordinating the delivery against the set plans Managing Customer Care operations- Overseeing the day-to-day operations of the call center with the aim of providing a seamless service to M-KOPA customers across multiple customer-facing teams Multiple channel management- Manage multiple customer interaction channels: Voice (inbound and outbound) and non-voice (Online chat, WhatsApp, Facebook, etc.) within the expected Service Levels Process improvements- Review and streamline internal customer care processes and provide recommendations for continuous improvements across the call center teams to achieve incremental efficiencies Performance management- Schedule and carry out performance discussions, coaching, and mentoring sessions to support the call center leadership in achieving individual objectives and key results Recruitment- Plan for, and recruit agents based on the call center staffing needs and as guided by the workforce forecasting requirements Problem-solving- Be the point of contact for all escalated issues related to customers, people, systems, or processes that require above a supervisor level to resolve Cost control- Managing the call Centre operations within cost-effective parameters and according to budget mandates People management- Point of contact between HR Business partner and the customer care agents on people-related topics Reporting and analysis- Providing reporting visibility on all key call center metrics both overall and at an individual agent level BPO- Point of contact for all engagements with BPO partners including managing overall BPO performance and deliverables Experience Over 3 years experience in a similar role Previous experience working in a call center environment or BPO setup Experience managing multiple customer interaction channels (voice and non-voice) People leadership and management experience in a similar capacity Good understanding of call Centre operations and metrics Education Bachelor's degree in any related field Competencies Strong analytical and excellent communication skills Excellent problem-solving skills

Benefits of working as a Customer Care Manager in Gauteng:

● Excellent benefits
● Company offers career progression opportunities
● Advantageous package