Customer Care Manager

KOKO Networks

KOKO Networks

Customer Service
kigali, rwanda
Posted on Monday, May 8, 2023
About KOKO Networks
KOKO Networks is a venture-backed climate-tech company with 1,200+ employees across East Africa & India. Our mission is to imagine and deliver technology that improves life in the world’s fastest growing cities. We offer a fast-paced and highly collaborative work environment with significant opportunities for professional growth. Our core lines of business currently include: (1) KOKO Fuel, an ultra-clean liquid bioethanol cooking fuel solution delivered via a network of smart fuel ATMs and leveraging existing downstream liquid fuels infrastructure; (2) KOKO Climate, which retails the emissions reductions that occur from switching households from deforestation-based charcoal to KOKO Fuel; and (3) KOKO Club, a tech-enabled, direct-to-consumer, instant fulfillment retail platform operated in partnership with neighborhood retailers. In 2021, KOKO was selected as the world’s leading emerging markets climate technology solution by FT/IFC.
Your Role
The Customer Care Manager is responsible for managing the overall customer experience at KOKO Networks Rwanda, including overseeing high-quality customer service, developing customer care strategies, resolving customer inquiries and complaints, and managing the performance and development of the customer care team.

What You Will Do

  • Customer Service:
  • Responsible for overseeing the delivery of high-quality customer service across all touchpoints, ensuring that customers have a positive experience with KOKO Networks.
  • Strategy:
  • Develop and implement customer care strategies that align with KOKO Networks' overall business objectives and meet the needs of our customers.
  • Feedback and Continuous Improvement:
  • Collect and analyze customer feedback to identify areas for improvement, and work with cross-functional teams to continuously enhance the customer experience.
  • Team Management:
  • Responsible for managing the performance and development of the customer care team, ensuring that they have the necessary skills and tools to deliver a world-class customer experience.
  • Call Center Management:
  • Responsible for overseeing the operations of the call center, ensuring that calls are handled efficiently and effectively, and that customer inquiries and complaints are resolved promptly.
  • Cross-functional Collaboration:
  • Must work closely with cross-functional teams across the organization, including Operations, Marketing, and Sales, to ensure that the customer experience is consistent and aligned with KOKO Networks' overall business objectives.

What You Will Bring to KOKO

  • Bachelor's degree from an accredited university, preferably in a business related area of study
  • 8+ years experience in a similar position
  • Proven success of strong leadership
  • Strong analytical thinking skills
  • Commercial acumen
  • Good planning and organizational skills
  • Customer service technology use : Fresh desk or any other CRM software
  • Ability to work under pressure and with minimum supervision
  • Comfort role modeling behaviors in line with KOKO culture, including leadership, professionalism, customer orientation, safety consciousness, and innovation
  • Unquestionable Integrity
KOKO is committed to gender and racial diversity in the workplace. We encourage candidates of all backgrounds to apply!