CUSTOMER SERVICE MANAGER (Ivory Coast)

YOOMEE AFRICA RECRUITS 
CUSTOMER SERVICE MANAGER (Ivory Coast) 

About this jobJOB ID: IC-08-03
YooMee Africa, a Swiss company operating broadband wireless networks in sub Saharan Africa, is looking for a Customer Service Manager for its operations in Ivory Coast.
The company has fast growing operations in Cameroon and is expanding to additional countries in sub-Saharan Africa. It is backed by experienced entrepreneurs and strong financial investors. 

Main tasks:

• Create and implement all the processes and policies related to customer service
• Provide help and advice to customers using your organization’s products or services;
• Define and communicate customer service standards (call center)
• Report all potential issues or failures
• Monitor customer complaints and follow up resolutions
• Manage the daily operations of the customer service team
• Monitor call and service quality
• Oversee the achievement and maintenance of customer service levels and standards
• Identify and implement strategies to improve quality of service, productivity and profitability
• Create and report outbound calls campaign when needed
• Co-ordinate and manage customer service projects and initiatives
• Report on daily/weekly/monthly basis the activity of the department, with relevant data
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Identify and address staff training and coaching needs

Qualifications:

• Minimum 3+ years of leadership experience within a customer care department
• call center management experience.
• Supervisory experience
• Proficiency in CRM systems
• Proficiency in MS Office applications
• Telecom Background and Product knowledge
• Fluent in English and French (written and spoken)

We offer you a responsible position in a young, motivated team and the chance for personal and professional development in a new and fast expanding enterprise with international background.

Confidentiality is guaranteed. YooMee Africa is an equal opportunity employer (EOE). We strongly support diversity in the workforce.

Interested candidates should send their application letter, CV (both in English) and photo to cvci@yoomee-africa.com