At TakaTaka Solutions, We collect your waste like every other waste collector, but, instead of taking it to a landfill, we take it to our own sites, where we sort the waste, and then recycle 95% either ourselves or through our local partners. This represents one of the highest recycling rates in the world.
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Customer Experience Lead
- Job TypeFull Time
- QualificationDiploma
- Experience
- LocationKiambu
- Job FieldCustomer Care 
Job Description
Team Leadership
- Lead and provide on-the-floor support to customer care representatives and act as the first line of escalation for client support.
- Hold weekly meetings with the customer care team, identify emerging issues and keep track of action points.
- Ensure the team has the necessary tools and resources for efficiency and effectiveness.
- Ensure quality standards are maintained in client calls, emails and all interactions through random checks, audits and regular monitoring.
- Continuously monitor individual performance metrics and take corrective action when necessary to maintain productivity and service quality.
- Oversee the management of systems e.g Phone and Bulk SMS systems ensuring they are used effectively and report any challenges or issues
- Ensure the proper onboarding of new team members, with training and guidance on company processes, customer service and system usage.
Report & Data
- Maintain a database of all collection clients and act as the contact person for all their queries
- Ensure all contracts for clients are up to date, signed and operational
- Responsible for measuring customer care key results, preparing reports and performing customer care quality analysis (e.g. customer satisfaction).
- Monitor and report lapses in delivery of services to clients and suggest solutions to management.
- Create and analyze reports, like cancellations, missed calls and complaints.
Client Relationship
- Conduct courtesy calls and visits to clients to improve the overall customer experience.
- Coordinate and conduct waste separation trainings to clients
- Handle client cancellation requests.
- Coordinate with the user departments to ensure client queries are addressed in a timely manner.
- Assist with client events or site visits when requested.
- Assist the company in clients\' debt collection efforts by following up on clients with long overdue debts as advised by the accounts team until payment is done.
- Handle assigned client accounts and act as the client\'s account manager, ensuring the highest customer satisfaction.
- Handle any other duties as assigned by the management.
Requirements
- Degree in business studies, public relations, social studies, environmental studies or a related field.
Knowledge and Skills
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical and problem-solving abilities.
- In-depth knowledge of customer service best practices
- Strong organizational skills and attention to detail.
Method of Application
Interested and qualified candidates should forward their CV to: jobs@takatakasolutions.com using the position as subject of email.
