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Manager, Call Center Operations
KES70000 - KES120000 Y
SuperCare Health (USA)
Posted today
Job Viewed
Job Description
"Improving the lives of those with chronic care diseases while providing solutions to our customers."
Looking for a new opportunity? At SuperCare Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.
- PLEASE NOTE THIS IS AN IN-PERSON ROLE**
Who We Are
SuperCare Health (SCH) is the foremost post-acute, in-home healthcare provider in the Western U.S., dedicated to serving the healthcare needs of our expanding patient population for nearly 50 years. Specializing in respiratory and chronic disease management, we have earned our position as a leader in the industry by delivering innovative solutions that significantly enhance the quality of life for our patients. Our unwavering commitment to excellence has established us as a trusted partner for healthcare providers nationwide.
What We're Looking For
The
Manager, Call Center Operations
will be responsible for launching and managing SuperCare Health's Call Center hub in the Salt Lake City area. This individual will play a key role in establishing a strong presence in Utah, leading the hiring, training, and development of a team of 30–50 onsite Customer Care Specialists. The Call Center Manager will ensure excellence in patient and provider support, drive operational efficiency, and deliver on key performance indicators (KPIs) aligned with company goals.
What You'll Do
Leadership & Team Management
- Build, lead, and manage a team of 30–50 Customer Care Specialists in person at the Salt Lake City hub.
- Recruit, hire, and onboard new staff to support the rapid growth of the Utah market.
- Provide coaching, mentoring, and performance management to ensure team success.
- Foster a culture of accountability, collaboration, and service excellence.
Training & Development
- Oversee training and skill development programs for Customer Care Specialists, with support from corporate resources.
- Ensure staff are fully equipped to handle patient inquiries, provider communications, and service-related calls effectively and compassionately.
- Promote continuous learning to enhance call quality, compliance, and efficiency.
Operations & Performance Management
- Establish and implement call center processes, workflows, and best practices.
- Track, analyze, and report on call center KPIs, including call volume, service levels, quality assurance, first-call resolution, patient satisfaction, and productivity metrics.
- Develop strategies to improve operational performance and deliver measurable results.
- Collaborate with cross-functional teams, including Clinical Services, Field Operations/Dispatch, and Corporate Operations, to ensure seamless patient experiences.
Strategic Impact
- Serve as the primary leader establishing SuperCare Health's call center presence in Utah.
- Partner with senior leadership to align the call center's goals with overall business objectives.
- Act as a change agent to support growth, scalability, and excellence in patient care delivery.
This role may be a fit for you if you have…
- A Bachelor's degree in Business, Healthcare Administration, or related field preferred.
- Minimum 5 years of call center leadership experience, preferably in healthcare, durable medical equipment (DME), or related industries.
- Proven track record of managing large teams (30+ employees) in a high-volume call center environment.
- Strong understanding of call center operations, metrics, and workforce management.
- Excellent leadership, communication, and interpersonal skills.
- Ability to thrive in a fast-paced, growth-oriented environment.
- Demonstrated ability to recruit, build, and retain high-performing teams.
- Proficiency with call center technology platforms and reporting tools.
Benefits
- Medical
- Dental
- Vision
- Flexible Savings Account
- 401K
- Voluntary Life Insurance
- Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.
Perks
- Paid Training
- Paid Time Off
- Sick Time
- Growth Opportunities
- Employee Referral Reward Program
- Employee Discount Program
Any employment proposal is contingent upon satisfactory completion of: Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Tests
What SuperCare Health Is About
"SuperCare Health is a comprehensive, post- acute care, respiratory services company, focused on managing high-risk respiratory patients in their homes.
Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients.
Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions. Our end-to- end care solutions, from the hospital to the home, close gaps in care, reduce costs of care and improve outcomes. Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program.
We are uniquely structured to be a responsive and agile community provider, yet we also possess the stability and effectiveness of a large enterprise. As a thriving business, our chief focus is on what really matters: reducing hospital re-admissions, optimizing outcomes and improving the lives of patients with chronic care diseases, every day.``
Connect With Us
Company Website
Company Business Hours - 8:30 AM – 5:30 PM PST
Araceli Richardson - Jr. Recruiter LinkedIn
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0
Job Description
About Influx:
Influx provides customer service for brands and tech companies on demand, 24/7, every day of the year (including holidays). To achieve this, our operation consists of agents and managers working around the globe to achieve the company's objectives.
Learn more about us.
Essential Duties:
- Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues
- Full understanding of how to deliver a positive customer experience whilst maintaining strict call-handling KPIs
- Liaison with other departments to resolve customer issues
- Communicate effectively and with a positive tone with peers and your manager
- Contribute to a high-performance and friendly workplace culture
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication
- Achieve the client and Influx's KPIs (Call Handling, Email, Chat, CSAT & QA quotas)
- Strong knowledge in understanding the importance of maintaining ownership in handling customer complaints, until you feel it is appropriate to escalate.
- Deliver on your promises and obligations to drive an exceptional customer experience
Minimum requirements:
- At least 1 year of proven customer support experience or experience as a call center representative in a BPO environment
- Excellent written and verbal English communication skills, English Language must be clear, with no native accent
- Strong problem-solving and negotiation skills, as well as the ability to handle difficult customer calls
- We operate 24/7 and work on a rotating roster - you must be OK to work weekends on any allocated shift
- Empathetic and displays the necessary soft skills required for customer support
- Ability to take ownership of the situations
- Able to work in a fast-paced environment
- Ability to multitask and not get frustrated
- Track record of achieving KPIs and delivering strong CSAT scores
IMPORTANT NOTES:
- Influx never asks candidates to make any payment throughout the entire recruitment process.
- Successful candidates will be contacted only through email ending with
If this sounds like you or someone you know, the application link is below Apply now
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1
Customer Service Manager
Posted today
Job Viewed
Job Description
Company Description
Givva Wealthtech Limited, a social enterprise incorporated in Kenya, builds wealthy, genuine communities. We are a wealth technology company that empowers communities to shape their own destiny, foster trust, and maximize their potential through technology and financial information. We conduct various trainings on financial freedom and provide a mobile-app platform to help communities and their members make sound financial decisions.
Role Description
This is a full-time on-site role for a Customer Manager located in Nairobi County, Kenya. The Customer Manager will be responsible for ensuring customer satisfaction, managing customer accounts, and delivering excellent customer service. The role will require regular communication with clients, analytics to understand customer needs, and strategies to enhance client relationships.
Qualifications
- Customer Satisfaction and Customer Service skills
- Analytical Skills
- Communication skills
- Account Management skills
- Ability to work independently and manage multiple tasks effectively
- Bachelor's degree in Business, Marketing, or related field
- Experience in the finance or technology industry is a plus
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2
Customer Service Representative - Portuguese
Nairobi, Nairobi
The Cigna Group
Posted 14 days ago
Job Viewed
Job Description
**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
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3
Spanish Speaking Customer Service Representative
Nairobi, Nairobi
The Cigna Group
Posted 14 days ago
Job Viewed
Job Description
International Health, a division of Cigna Healthcare, is a leading provider of group healthcare programmes for employees of large multinational organisations and their families. With our continuing global expansion Cigna has an excellent opportunity for an enthusiastic, highly motivated and driven individual to join our Eligibility Team.
Reporting to the Eligibility Supervisor, you will be responsible for maintaining Cigna's membership database. You will process requests from internal and external customers reviewing the request and taking the appropriate action, in a timely and accurate manner.
**Responsibilities and Duties**
+ Internal and external clients depend on our accuracy and efficiency when processing client data, so you will be accountable for providing these high levels of service in accordance with the company standards and customer expectations.
+ Maintain the membership database, by accurately recording and updating information received
+ Ensure all membership updates adhere to policy terms and conditions, as well as legal, compliance and underwriting requirements
+ Communicate directly with clients via email and telephone within the agreed service levels
+ Monitor productivity to ensure you are always achieving own and team productivity and accuracy goals
**Required:**
+ Database Entry and/or Database Management experience essential
+ Fluent Spanish is essential for the role
+ Experience within a Customer Service environment
+ Proficient in Microsoft Word, Excel and Outlook - advanced Excel would be advantageous
+ Diploma or Degree certificate required
+ Experience from an insurance background preferred
**Skills:**
+ Strong interpersonal skills with excellent written/verbal communication skills in both English and Spanish
+ Must possess excellent attention to detail, with a high level of accuracy
+ Must be able to review information and exercise judgement
+ Ability to organise, prioritise and manage workflow to meet individual and team production standards
+ Ability to work under own initiative
+ Customer focused with developed problem-solving abilities and a proactive approach to proposing/implementing process improvements
+ Good analytical skills
+ Ability to navigate systems and applications with ease
+ Regulatory awareness
+ Ability to work within a large team
+ Adaptable to change with a flexible approach to supporting team task
**OUR OFFER**
+ A challenging job in an international and growing enterprise.
+ A dynamic, and entrepreneurial company culture that values and stimulates initiative.
+ Attractive salary conditions with extra-legal benefits.
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
Reporting to the Eligibility Supervisor, you will be responsible for maintaining Cigna's membership database. You will process requests from internal and external customers reviewing the request and taking the appropriate action, in a timely and accurate manner.
**Responsibilities and Duties**
+ Internal and external clients depend on our accuracy and efficiency when processing client data, so you will be accountable for providing these high levels of service in accordance with the company standards and customer expectations.
+ Maintain the membership database, by accurately recording and updating information received
+ Ensure all membership updates adhere to policy terms and conditions, as well as legal, compliance and underwriting requirements
+ Communicate directly with clients via email and telephone within the agreed service levels
+ Monitor productivity to ensure you are always achieving own and team productivity and accuracy goals
**Required:**
+ Database Entry and/or Database Management experience essential
+ Fluent Spanish is essential for the role
+ Experience within a Customer Service environment
+ Proficient in Microsoft Word, Excel and Outlook - advanced Excel would be advantageous
+ Diploma or Degree certificate required
+ Experience from an insurance background preferred
**Skills:**
+ Strong interpersonal skills with excellent written/verbal communication skills in both English and Spanish
+ Must possess excellent attention to detail, with a high level of accuracy
+ Must be able to review information and exercise judgement
+ Ability to organise, prioritise and manage workflow to meet individual and team production standards
+ Ability to work under own initiative
+ Customer focused with developed problem-solving abilities and a proactive approach to proposing/implementing process improvements
+ Good analytical skills
+ Ability to navigate systems and applications with ease
+ Regulatory awareness
+ Ability to work within a large team
+ Adaptable to change with a flexible approach to supporting team task
**OUR OFFER**
+ A challenging job in an international and growing enterprise.
+ A dynamic, and entrepreneurial company culture that values and stimulates initiative.
+ Attractive salary conditions with extra-legal benefits.
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
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4
Remote Customer Service Manager - Technical Support
Posted 11 days ago
Job Viewed
Job Description
Our client, a rapidly expanding SaaS company known for its innovative software solutions, is seeking an experienced and results-oriented Remote Customer Service Manager to lead their technical support operations. This is a fully remote leadership position responsible for building, training, and managing a high-performing customer support team dedicated to providing exceptional technical assistance. You will play a critical role in ensuring customer satisfaction, driving efficiency, and continuously improving support processes, all from your remote workspace. Your leadership will be instrumental in shaping the customer experience and fostering loyalty.
Responsibilities will include overseeing the day-to-day operations of the technical support team, setting clear performance objectives, and monitoring key metrics such as response times, resolution rates, and customer satisfaction scores. You will be responsible for recruiting, onboarding, training, and coaching customer support representatives, fostering a positive and productive team culture. Developing and implementing effective customer support strategies, policies, and procedures to enhance service delivery and efficiency will be a core function. You will act as an escalation point for complex customer issues, ensuring timely and satisfactory resolution. Analyzing customer feedback and support data to identify trends, root causes of issues, and opportunities for service improvement will be crucial. Collaborating with product, engineering, and sales teams to provide insights into customer needs and product performance is also a key aspect of this role. Implementing and optimizing customer support tools and technologies will be part of your mandate.
The ideal candidate will possess a Bachelor's degree in Business Administration, Communications, or a related field, coupled with a minimum of 5 years of experience in customer service management, with at least 3 years specifically in a technical support leadership role within the software industry. Proven experience in managing remote teams and building high-performing support functions is essential. Strong understanding of SaaS products and the technical support landscape is required. Excellent leadership, communication, problem-solving, and organizational skills are paramount. Proficiency with customer support platforms (e.g., Zendesk, Intercom), CRM systems, and data analysis tools is necessary. The ability to motivate and inspire a remote team, drive continuous improvement, and deliver outstanding customer experiences is critical. If you are a dedicated leader passionate about customer success and ready to make a significant impact remotely, we encourage you to apply.
Responsibilities will include overseeing the day-to-day operations of the technical support team, setting clear performance objectives, and monitoring key metrics such as response times, resolution rates, and customer satisfaction scores. You will be responsible for recruiting, onboarding, training, and coaching customer support representatives, fostering a positive and productive team culture. Developing and implementing effective customer support strategies, policies, and procedures to enhance service delivery and efficiency will be a core function. You will act as an escalation point for complex customer issues, ensuring timely and satisfactory resolution. Analyzing customer feedback and support data to identify trends, root causes of issues, and opportunities for service improvement will be crucial. Collaborating with product, engineering, and sales teams to provide insights into customer needs and product performance is also a key aspect of this role. Implementing and optimizing customer support tools and technologies will be part of your mandate.
The ideal candidate will possess a Bachelor's degree in Business Administration, Communications, or a related field, coupled with a minimum of 5 years of experience in customer service management, with at least 3 years specifically in a technical support leadership role within the software industry. Proven experience in managing remote teams and building high-performing support functions is essential. Strong understanding of SaaS products and the technical support landscape is required. Excellent leadership, communication, problem-solving, and organizational skills are paramount. Proficiency with customer support platforms (e.g., Zendesk, Intercom), CRM systems, and data analysis tools is necessary. The ability to motivate and inspire a remote team, drive continuous improvement, and deliver outstanding customer experiences is critical. If you are a dedicated leader passionate about customer success and ready to make a significant impact remotely, we encourage you to apply.
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5
Senior Customer Service Manager - Technical Support
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Service Manager to lead their remote technical support team. This role is pivotal in ensuring exceptional customer experiences and efficient resolution of technical issues.
Responsibilities:
Qualifications:
This is a fully remote role serving customers in the vicinity of Naivasha, Nakuru, KE and beyond, contributing to the company's commitment to outstanding customer care.
Responsibilities:
- Lead, train, and mentor a team of remote technical support representatives.
- Develop and implement strategies to enhance customer satisfaction and service quality.
- Manage daily operations of the technical support department, ensuring efficient ticket handling and resolution times.
- Monitor key performance indicators (KPIs) such as customer satisfaction scores (CSAT), first contact resolution (FCR), and average handling time (AHT).
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Identify recurring customer issues and collaborate with product and engineering teams to implement long-term solutions.
- Handle escalated customer complaints and complex technical issues with professionalism and efficiency.
- Ensure adherence to company policies and procedures for customer service and data privacy.
- Implement continuous improvement initiatives within the support team.
- Foster a positive and collaborative work environment for the remote support team.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service or technical support roles, with at least 2 years in a leadership or management capacity.
- Proven experience in managing remote customer service teams.
- Strong understanding of customer service best practices and support technologies (e.g., CRM, ticketing systems like Zendesk or Salesforce Service Cloud).
- Excellent leadership, communication, problem-solving, and conflict resolution skills.
- Ability to analyze data and derive actionable insights to improve service delivery.
- Proficiency in performance management and coaching techniques.
- Ability to work independently, manage time effectively, and make sound decisions in a remote setting.
- Calm demeanor under pressure and a passion for customer advocacy.
- Experience in a technical support environment is highly desirable.
This is a fully remote role serving customers in the vicinity of Naivasha, Nakuru, KE and beyond, contributing to the company's commitment to outstanding customer care.
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6
Senior Customer Service Manager
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and dedicated Senior Customer Service Manager to lead their remote customer service and helpdesk operations. This vital role involves overseeing all aspects of customer support, ensuring exceptional service delivery, enhancing customer satisfaction, and managing a high-performing remote team. The ideal candidate will possess a deep understanding of customer service principles, effective team management, and proficiency in utilizing customer support technologies. You will be responsible for developing and implementing customer service strategies, setting performance metrics, and driving continuous improvement in service quality. Key responsibilities include training and mentoring customer service representatives, resolving complex customer issues, analyzing customer feedback, and identifying trends to improve service offerings. This position demands strong leadership, excellent communication, and outstanding problem-solving skills. This is a fantastic opportunity to contribute significantly to customer loyalty and company success in a challenging and rewarding remote role. While the position is administratively linked to Kisumu, Kisumu, KE , the work is performed entirely remotely. We are looking for an individual who is empathetic, proactive, and possesses exceptional organizational skills, capable of managing multiple priorities and ensuring a seamless customer experience. Join our client's innovative team and help elevate their customer service standards from your home office. Your leadership will be key in building strong customer relationships and fostering a positive brand image.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a remote team of customer service and helpdesk professionals.
- Oversee daily operations of the customer service department, ensuring high standards of service delivery.
- Develop and implement customer service policies, procedures, and best practices.
- Monitor and analyze customer service KPIs, such as response times, resolution rates, and customer satisfaction scores.
- Train, coach, and mentor customer service representatives to enhance their performance and professional development.
- Resolve escalated customer issues and complaints with efficiency and professionalism.
- Analyze customer feedback and data to identify trends, areas for improvement, and opportunities for service enhancement.
- Ensure effective utilization of customer support tools and technologies.
- Collaborate with other departments to address customer needs and improve overall customer experience.
- Champion a customer-centric culture throughout the organization.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service management, with a proven track record.
- Extensive experience in managing remote customer service teams.
- Strong understanding of customer service principles, CRM software, and helpdesk systems.
- Excellent leadership, communication, problem-solving, and conflict resolution skills.
- Ability to develop and implement effective customer service strategies.
- Demonstrated ability to analyze data and derive actionable insights.
- Proficiency in using various communication and collaboration tools.
- A passion for delivering exceptional customer experiences.
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7
Senior Media Relations Manager - Crisis Communication
Posted 13 days ago
Job Viewed
Job Description
Our client is searching for an accomplished and strategic Senior Media Relations Manager to join their dynamic communications team. This is a fully remote position, requiring exceptional expertise in crafting and executing media strategies, particularly in crisis communication scenarios. The successful candidate will be responsible for developing compelling narratives, managing media inquiries, building strong relationships with journalists and influencers, and protecting and enhancing our client's brand reputation. This role demands a high level of professionalism, discretion, and the ability to perform under pressure. The ideal candidate will possess a deep understanding of the media landscape and a proven ability to navigate complex communication challenges.
Key Responsibilities:
Qualifications:
This is a pivotal role for an individual passionate about shaping public perception and safeguarding an organization's reputation. You will have the autonomy to drive strategic media initiatives from anywhere in Kenya, contributing significantly to the company's public image and brand equity. If you are a seasoned communications professional with a knack for storytelling and a talent for crisis management, we encourage you to apply.
Key Responsibilities:
- Develop and implement comprehensive media relations strategies aligned with organizational goals.
- Proactively identify media opportunities and pitch compelling stories to target media outlets.
- Manage all media inquiries swiftly and professionally, providing accurate and consistent information.
- Develop and manage crisis communication plans, acting as a key spokesperson when necessary.
- Cultivate and maintain strong relationships with key journalists, editors, bloggers, and influencers.
- Monitor media coverage and provide regular reports on sentiment and key message penetration.
- Craft press releases, media advisories, Q&As, and other communication materials.
- Collaborate with internal stakeholders to ensure consistent messaging across all platforms.
- Provide media training and guidance to senior leadership and subject matter experts.
- Stay informed about current events, industry trends, and the competitive media landscape.
Qualifications:
- Bachelor's degree in Communications, Journalism, Public Relations, Marketing, or a related field.
- Minimum of 7 years of experience in media relations, public relations, or corporate communications, with a significant portion focused on crisis management.
- Proven experience in developing and executing successful media campaigns.
- Exceptional writing, editing, and storytelling abilities.
- Demonstrated success in building and nurturing media relationships.
- Strong understanding of media monitoring tools and reporting.
- Excellent strategic thinking, problem-solving, and decision-making skills.
- Ability to remain calm and effective under pressure during crisis situations.
- Superior interpersonal and negotiation skills.
- Experience working in a remote setting, demonstrating self-discipline and strong communication.
This is a pivotal role for an individual passionate about shaping public perception and safeguarding an organization's reputation. You will have the autonomy to drive strategic media initiatives from anywhere in Kenya, contributing significantly to the company's public image and brand equity. If you are a seasoned communications professional with a knack for storytelling and a talent for crisis management, we encourage you to apply.
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Senior Customer Service Manager - Remote
Posted 4 days ago
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Job Description
Our client, a rapidly expanding e-commerce platform, is seeking a highly experienced and dedicated Senior Customer Service Manager to lead their fully remote customer support operations. This is a crucial role focused on ensuring exceptional customer satisfaction and driving operational excellence within the support team. You will be responsible for managing a team of customer service representatives, setting performance standards, providing coaching and training, and fostering a positive and productive work environment. Your key duties will include developing and implementing customer service policies and procedures, monitoring service levels, analyzing customer feedback, and identifying areas for improvement. You will also play a vital role in resolving complex customer issues, managing escalations, and ensuring consistent application of service standards. The ideal candidate will possess a strong understanding of customer service best practices, excellent leadership and communication skills, and a proven ability to motivate and manage remote teams. Experience with customer service software, ticketing systems, and CRM platforms is essential. You should be adept at data analysis to track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. This role requires a strategic thinker who can proactively identify trends, implement innovative solutions, and contribute to the overall growth and success of the business. As a fully remote position, strong self-management, organizational skills, and the ability to collaborate effectively in a virtual setting are critical. You will be a champion for the customer, driving a culture of service excellence across the organization. This is an excellent opportunity to lead a high-performing remote team and make a significant impact on customer loyalty and retention.
Qualifications:
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum of 5-7 years of experience in customer service management, with significant experience managing remote teams.
- Proven track record of improving customer satisfaction and service metrics.
- Strong leadership, coaching, and team development skills.
- Proficiency with customer service software, CRM, and ticketing systems.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to analyze data and generate actionable insights.
- Strong organizational and time management skills for remote work.
- Experience in the e-commerce industry is a plus.
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