Manager, KOKO Care and KOKO Center
Kigali
KOKO Care /
Full-Time /
On-site
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 Manager, KOKO Care and KOKO Center, you will be responsible for overseeing the overall customer experience at KOKO Networks Rwanda. This multifaceted role includes managing high-quality customer service, developing customer care strategies, addressing customer inquiries and complaints, overseeing the performance and development of the customer care team, and managing the operations of KOKO Centers.
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.
- Develop and implement customer care strategies that align with KOKO Networks' overall business objectives and meet the needs of our customers.
- Collect and analyze customer feedback to identify areas for improvement, and work with cross-functional teams to continuously enhance the customer experience.
- 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.
- 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.
- 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.
- As part of KOKO Center responsibilities, ensure effective selling of KOKO Cookers, delivering exceptional customer service support, assist with refueling, manage stock levels, and promoting customer engagement.
- Accurately record customer interactions using KOKO software. Generate insightful reports for data-driven decision-making.
Strategy:
Feedback and Continuous Improvement:
Team Management:
Call Center Management:
Cross-functional Collaboration:
Sales Excellence:
Data Recording and Reporting:
What You Will Bring to KOKO
- Bachelor's degree from an accredited university, preferably in a business-related area of study.
- 4+ years of experience in a similar position.
- Proven success in strong leadership.
- Strong analytical thinking skills.
- Commercial acumen.
- Good planning and organizational skills.
- Proficiency in customer service technology use, including Freshdesk or any other CRM software.
- Ability to work under pressure and with minimum supervision.
- Fluency in both Kinyarwanda and English.
- Previous experience in a customer interactive and sales role, preferably with FMCG.
- Passion for customer service.
- High degree of self-motivation.
- Results orientation and comfort in a performance-driven work environment.
- Good computer skills and experience with system data inputs.
- Strong written and oral communication skills.
- Must present a copy of criminal records upon recruitment.
KOKO is committed to gender and racial diversity in the workplace. We encourage candidates of all backgrounds to apply!
