Customer Relations Manager – Africa

Full time @Greenlight Planet posted 3 years ago

Job Description

We are looking for a Customer Relations Manager-Africa to create and nurture long-term relationships with our customers through our Customer service teams.

The Customer Relations Manager -Africa will work closely with our call centre Customer relations managers in supporting our company mission in ensuring we offer the best in class service across our customer relations centres across Africa .

As the Customer Relations lead you will be responsible for leading Greenlight planet’s Customer relations functions across our Africa Markets. You’ll guide your team in strengthening existing client relationships and providing excellent customer service. You’ll use data to improve client retention, customer happiness and the overall customer experience. You’re at the center of every Sun-king customer’s experience through our interactive platforms with our customers and field teams. You’ll be on the front lines for making Sunking “customer-first” support team the best in class. You’ll manage a high performing team and know that customer experience extends beyond just ticket efficiency. This is an exciting opportunity, Your team is the first point of contact for our customers who have questions, issues or feedback, so we’re looking for an empathetic leader, with the relevant experience, to build the vision for excellent standards in client relationship management, and to uphold the customer-centric culture at Greenlight planet.

 

Responsibilities

  • Lead the team through a customer-centric vision (be the Voice of Customer)
  • Lead and assist the teams in complex problem-solving, account collections and customer-facing issues raised at point of escalation.
  • Develop and execute a strategy to meet the set revenue targets for existing line of business within the call centres across Africa.(Customer facing Onboarding strategies)
  • Act as an ambassador for customer centricity promoting this throughout the company and the entrusted markets under your leadership.
  • Lead customer engagement, up-selling tactics and relations campaigns
  • Make data driven decisions on client relations, up-selling and resource allocation
  • Ensure the team is responding to client inquiries within the defined SLAs
  • Create & streamline SOPs that aim to increase efficiency and productivity for complex, high-priority tasks and processes, and customer requests
  • Collaborate with internal stakeholders: Programs, operations, Finance, risk and sales teams to optimize the customer experience and align on the revenue growth strategy.
  • Develop and implement methods and Quick fixes to reduce on team’s manual tasks thereby increasing productivity through elimination, streamlining or automation of tasks.
  • Create plans to address client relations needs and our agent relations functions within the Africa call centres.
  • Help sales team up-sell or cross-sell Sunking products via the telesales teams within the call centre department.
  • Set targets and work diligently to meet them with the required team functions
  • Manage the Company’s focus and goals on NPS standards within the renewable energy industry.
  • Manage and structure the collections departments under the call centre while supporting risk and credit department objectives.
  • Manage and Evaluate performance appraisals for the customer relations functions .

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