Customer Service Manager in Tanzania

About the role

Burn is looking for a Customer Service Manager in Tanzania who will be responsible for the creation and maintenance of a world-class Aftersales Service at BURN, encompassing the entire customer journey from initial purchase to repurchase and cross-purchase.

The individual will serve as a lead resource person and trainer for Carbon projects and establishing customer care solutions in new markets, considering market age, sales volumes, and failure data.

Duties and Responsibilities

• Create the systems, procedures, and attitude to bring up BURN’s Aftersales Service at a world-class level.
• Be the person responsible for the tail-end of Burn’s customer journey, from 1st purchase to repurchase and cross-purchase.
• Be the key manager, skills developer, recruiter, analyst, technical expert, and problem solver for Burn’s customer care centres.
• Coordinate with Operations and Commercial departments to deploy service centres to key areas based on customer feedback.
• Be the conduit between After Sales and other departments at BURN, ensuring that staff understand After Sales and that After Sales understands other departments.
• Ensure customer data is verified, protected, updated, and maintained in BURN’s carbon database via CRMs and any other such solutions the organization ends up utilizing.
• Manage and continuously improve & expand BURN’s aftersales service portfolio and channels throughout the country.
• Create systems for defining, tracking, reporting & improving KPIs on cost-effectiveness e.g., cost/case resolution, cost/NPS point, cost/call, etc.
• Coordinate with the Carbon department in conducting required data quality audits (QA/QC) post-distribution during project implementation from distribution to issuance to ensure compliance with Carbon standards.
• Create systems for defining, tracking, reporting, achievement & improving KPIs e.g., verification rate, NPS, CES, CSAT, FRT, AHT, etc.
• Be the lead resource person and trainer for Executives in Carbon projects monitoring in-country and overseas among other such needs with some of the expected outcomes being, training reports, supporting documentation, remote calls evidence, monitoring reports, etc.
• Create procedures and criteria for establishing customer care solutions (systems, processes, people, centres) in new markets with consideration of the age of the market from 1^st date of distribution, volumes of sales both historical and projected, M&E data on failures, etc.

Skills and Experience

• 3-5 years of experience in aftersales handling a team of at least 15 people.
• Previous experience in leading a Contact Center
• Experience or training in data analysis and visualization.
• A proven doer and problem solver.
• Degree in Business Management, Customer Care Management, Marketing, or similar.
• Language Swahili and English speaking a MUST

                                                 Qualified Female Candidates encouraged to Apply

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).