Customer Experience Lead

We are a venture-backed renewable energy clean cooking company delivering a better, more affordable, and sustainable way to cook. Our locally made, renewable pellets are the hottest, fastest, and lowest cost source of cooking fuel, delivering the experience of LPG at less than the price of charcoal. Our mission is to bring happiness to our customers’ kitchens, saving them money while helping protect our environment and make an impact on climate change. 

As a Kenyan-based company with Silicon Valley in our DNA, we’re using the latest tools to automate our customer experience, from mobile cloud CRM to an all-electric delivery fleet. Cooking is all too often the number one source of CO2 emissions per family, and our ambition is as simple as it is bold: take trees off the dinner menu in Africa.

This is a chance to be part of a high-growth company transforming how we cook for the better while making a real and lasting positive impact. You must enjoy and thrive working in a fast-paced, evolving environment, be willing and able to adapt quickly to changing circumstances, and have a proven track record of working with a diverse group of coworkers.

This is a chance to be part of a company that is transforming, shaping, and changing how we cook in our kitchens while making a real and lasting positive impact on the environment and climate

Responsibilities

• Manage the Contact Center Lead to steer their work with data-driven decision-making
• Monitor and evolve the KPIs that EcoSafi uses to track, oversee, and organize every interaction between the customer throughout the lifecycle
• Enlighten the call center team on the associated benefits/consequences of their decisions on customer experience and company profits
• Monitor the activities of the teams to ensure compliance with set standards of courtesy and professionalism
• Discover new techniques necessary for improving customer experience in a constant feedback loop with management to improve the customer experience
• Organise training programs for the call center team in order to update their job knowledge and enhance their skills
• Guide team in effective client issues resolution and handle any escalations that will support customer retention, reduce churn, and increase customer satisfaction
• Develop listening points in the customer journey, define segmentation of the customer base and varying strategies, and identify opportunities for continuous improvement
• Test new strategies for driving customer value
• Manage the ongoing post-sales experience with the customer, including cooker servicing, troubleshooting, and quality service delivery
• Enjoy problem-solving to understand what your customer is looking to resolve, mapping solutions to the gaps, and outlining the value against the proposed solution
• Sharing weekly reports from the call center
• Report against KPIs as set out from time to time
• Any other duties that may be assigned from time to time

Knowledge and Experience

• Exceptional communication and people skills
• A self-starting, motivated, and inspirational leader
• A Bachelor’s degree in business administration or a related field
• 3+ years of experience in a related function with direct customer contact and engagement experience, in a post-sale or professional services function
• Proficient with Microsoft Office Suite or related software 
• Experience working with web or mobile app product
• Experience with customer data platforms (CDP), digital marketing platforms, and a real passion for new technologies
• Experience in resolving complaints and minimizing conflicts

Skills and Attributes 

• Strong judgment, collaboration, and leadership
• You enjoy learning new technologies and will roll up your sleeves to learn how things work
• Self-motivated, detail-oriented, and enjoy continuous learning. You will be able and willing to develop a strong knowledge of our infrastructure and products
• Strong project management skills and an ability to multitask within a fast-growing company  environment
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Experience managing people in retail or direct-to-consumer sales experience a plus
• Ability to think critically and adapt quickly in a flexible environment
• Entrepreneurial spirit/self-starter
• Interest in socially and environmentally responsible organizations and products

We are an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of gender, gender identity, color, religion, nationality, physical disability, medical condition, marital status, age, ethnicity, or any other status protected under the laws of Kenya.