Customer Team Leader

KOKO Networks

KOKO Networks

Customer Service
kigali, rwanda
Posted on Thursday, January 18, 2024
About KOKO Networks
KOKO Networks is a venture-backed climate-tech company with 1,800+ employees across East Africa, India, and the United Kingdom. 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; and (2) KOKO Climate, which retails the emissions reductions that occur from switching households from deforestation-based charcoal to KOKO Fuel. In 2021, KOKO was selected as the world’s leading emerging markets climate technology solution by FT/IFC.
Your Role:
As the Customer Care Team Leader at KOKO Networks Rwanda, you will be an integral part of our customer-centered approach, Your role involves overseeing and guiding a team of KOKO Center Representatives, supporting their sales efforts, and managing the day-to-day operations of the call center, assisting in the development of customer care strategies.

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.
  • 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.
  • 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.
  • Sales Excellence:
  • Provide guidance and training to KOKO Center Representatives to effectively showcase the benefits of KOKO Cookers and drive sales.
  • Monitor sales performance and provide feedback to team members to help them achieve their sales targets.
  • Customer Service Support:
  • Responsible for overseeing the delivery of high-quality customer service across touchpoints. Ensure that customer queries are recorded accurately in the KOKO Software for prompt resolution and efficient customer service.
  • Data Recording and Reporting:
  • Generate insightful reports to inform decision-making and identify areas for improvement.

What You Will Bring

  • 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!