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Pawame is transforming the lives of individuals and entire communities, starting with modern energy access. Pawame operates anywhere underserved people are, pushing boundaries deep into some of the most rural communities on the continent while functioning sustainably and with integrity. Pawame is a partner to its customers from their first interaction wit...
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The Customer Service Manager will be responsible for delivering high-quality customer service experience. They will organize and motivate Customer Care Agents, take ownership of cross-functional customer experience initiatives, drive strategic improvements in customer experience and communicate customer behavioral trends and needs to the management.
KEY ACTIVITIES AND RESPONSIBILITIES OF THE ROLE
Ensure the retention of customers as per defined KPI
Improve aftercare service by reducing the average time for closure of customer care tickets as per defined KPI
Grow the Customer Care Agent base to match the needs of the department
Institutionalizing Customer Care Service excellence by building best practices into effective, repeatable processes
Drive the Value of Customer Centricity in the organization
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KEY CROSS-FUNCTIONAL RELATIONSHIP & INTERFACES
Logistics & Inventory Management
Sales & Field Operations
Product Development
Corporate Development
Required Education & Certifications
Preferred Education
M.B.A or other relevant advanced degree.
Required Experience
Preferred Experience
Technical Requirements
Behavioral Requirements
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