Summary
Date Posted: Tuesday, January 23 2024, Base Salary: Not Disclosed

JOB DETAILS:
Customer Service Manager Job Description
• Solidaire Rwanda Ltd is a fast expanding company and our online business is growing significantly and we are looking for an experienced Customer Service Manager to manage our regional hub contact centre in Kigali.
• Reporting into the Director of Customer Service, your most important role will be recruiting, leading and motivating a team of staff to ensure they’re giving the best Customer Service possible.

Responsibilities
• Oversees all aspects of the Customer Service experience to troubleshoot processes and procedures and make improvements of Customer Service quality
• Oversee the achievement and maintenance of agreed Customer Service levels and standards
• Makes regular reports to upper management about department milestones and progress
• Recruit, mentor and develop Customer Service agents and nurture an environment where they can excel through encouragement and empowerment
• Performance management of Team including regular 1-2-1 meetings and side by side coaching and feedback
• Identify and address staff training and coaching needs
• Holds regular meetings with department staff to discuss expectations and hear team concerns
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Deliver a great place to work, inspiring those around them and leading by positive example

Capabilities
• Demonstrable success in driving operational efficiency and improved Customer satisfaction
• Ability and resilience to handle conflict and problem solve under pressure
• Excellent communication, collaboration and people management skills
• Creatively inspire and motivate teams to achieve and exceed performance goals
• Experience coaching, developing and retaining employees and providing a collaborative and positive work environment
• Willingness to work unsocial hours and shifts, particularly evenings and weekends

Qualifications/Experience
• A Bachelor degree in any commercial field, Mass Communication, Social sciences and/or Management, or any related field.
• A Masters is an added advantage
• Information Technology coupled with some technical certification and
• High level of verbal and written English Language
• Strong knowledge & interest in sports, with some prior knowledge of betting/gambling and gaming desirable.
• Proven management success in similar Contact Centres, Telesales, and/or Customer Service role
• Flexibility, drive and enthusiasm to succeed
• Project management experience, particularly in start-up operations

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Bachelor Degree

Job application procedure
• Interested candidates should submit a cover letter , CV and relevant academics documents to n.clement@premierbet.com , a.kalodoukas@premierbet.com , and p.masaraneyi@goatinteractive.co 
• Deadline: Interested candidates should apply by not later than, Monday 29th January, 2024 at 23:59 CAT.

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