SPENN Kenya Customer Support Team Lead

SPENN Kenya

Vacancy: Customer Support Team Lead

SPENN is an advanced financial platform built into a user friendly mobile e-Wallet.

The product was developed by Blockbonds, a company with the vision to create a world where everyone has the opportunity to join the digital economy.

We are looking for a Customer Support Team Lead who will take charge of the customer service department, including implementation of procedures, HR activities, and handling of direct customer inquiries through a designated software.

Responsibilities

  • Adopt, adapt and improve customer service procedures and handbooks, according to the local market.
  • Develop communication channels and procedures for escalation with overseas technical support.
  • Develop and manage a team of highly trained CS staff for eventual 24×7 operations.
  • Maintain a high level of customer satisfaction in all general inquiries, account status, and technical concerns.
  • Constantly develop the CS department, in cooperation with Management.
  • Submit progress and performance reports as requested.
  • Achieve specified KPIs for the department.
  • Collaborate with other departments to improve overall efficiency.
  • Adhere to Company policies and protect the company reputation.

Job Requirements

  • Bachelor’s degree in a relevant field from an accredited University/College required
  • 2-5 years’ experience specializing in Customer Service or equivalent position
  • Excellent writing, presentation and communication skills in English and relevant local language(s)
  • Able to type quickly and accurately
  • Willingness to work a flexible schedule in a start-up environment
  • Punctual, reliable and with genuine concern to help customers
  • Capable of learning CS software and proficient in standard Microsoft suite
  • Positive attitude, detail and customer oriented with good multitasking ability
  • A team player, who can work with the Country Manager and other department chairs to formulate a cohesive strategy and implementation plan
  • The ideal candidate is one who touches the lives of the unbanked and under-banked on a daily basis, and can relate to them on a personal level.

How to Apply:

If you are confident that you fit the role and you are keen to add value to your career, then please forward your application enclosing your detailed Curriculum Vitae to careers.ke@spenn.com indicating the job title as the subject of the email not later than 20th May, 2017.

Only shortlisted candidates will be contacted.


Sales and Marketing
Updated: May 11, 2017 — 2:49 am