Customer Care Team Leader

Your Role

As Customer Care Team Leader, you will organize and direct the day-to-day activities of a team of Customer Care Reps to resolve customer issues, deliver superior customer service  and ensure customer satisfaction.

What You Will Do

  • Manage and support a team of Customer Care Reps to receive inbound calls, place outbound calls, and conduct field visits
  • Organize weekly schedules and plans, monitor teams’ attendance and execution of tasks
  • Provide day-to-day problem solving and coaching and answer Customer Care Rep questions, assign tasks, follow-ups and give instructions as necessary
  • Ensure team members obtain the appropriate training and support
  • Give voice to KOKO customers by understanding and reporting recurring questions and issues
  • Communicate openly and honestly with KOKO customers
  • Build, manage, and maintain strong, positive customer relationships
  • Resolve escalated customer queries and further escalate issues to senior management, as appropriate
    What You Will Bring to KOKO
  • 3+ years of work experience, including prior experience in a call center
  • 1+ year of management experience
  • Strong phone contact handling and active listening skills
  • Empathetic customer orientation and ability to adapt and respond to challenging situations
  • Excellent written and oral communication skills
  • Proficiency with Gmail and Google Suite (Docs, Sheets, Slides)
  • Familiarity with customer management systems (ZenDesk, FreshService, QueueMetrics) preferred
  • Ability to multitask, prioritize, and manage time effectively.
  • Results orientation and comfort in a performance-driven work environment


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About Koko Networks

This company was formerly known as SmartCook Energy. Last-mile energy networks for Africa's cities. Smarter commerce for urban Africa. Unique rich media delivery platforms. Our mission is to improve life for everyone in Africa’s cities.