Senior Area Admin-Team leader at ENGIE

Responsibilities

• Working with Regional Team to ensure support at different outlets and ensure proper processes are followed before sales, during sales and after sales
• Working closely with operations and Regional Teams on customer returns, repairs and exchanges across EEA Kenya outlets and ensuring that no cases are pending unattended to.
• Full implementation of the service center ticketing system customer returns sorted within 48 HRS.
• Working with the Area Administrators to ensure complete documentation on (Power hub) on product handovers (via Mysol Go).
• Ensuring product bundles and products carry the correct price tag in the Power Hub, in alignment with the product prices during handover
• Generating weekly Handover reports
• Following up on items that are missing during handover and item exchange, following up with the Area Managers and Area Administrators (for handover) or the Maintenance team (for item exchange).
• Support team in advising and training Area Admins on use of Mysol Go when updates and changes are introduced or support with troubleshooting if an Area Admin faces challenges.
• Supporting the implementation of product introductions, contract updates and other changes affecting Area Admins in close collaboration with the Head of CX and in alignment with other Area Administrators.
• Update and renewal of contractor ID’s-on the DB, including extension of Area Admins contractor IDs to enable handover.
• Champion Service center pending cases to ensure customer queries /challenges are addressed within 7 days
• Support with solving any cases arising from Onboarding and welcoming calls-
• Quality Assurance:
• Ensure accurate handover of products and vetting process to ensure all submitted documents are availed as per agreed business rules and policies.
• Support with stock points audits People Management
• Overseeing the Service center team performance and management, coaching and training, drive incentives, and target setting
• Skill building and capacity development which entails recruitment and onboarding, skills training, career development and Quality Assurance Assessment
• Implementing Continuous Improvement processes and innovations through Customer Feedback systems and piloting & Scaling Interventions.
• Fostering Customer Care culture and adoption within the Service Centers through culture, team values and accountability.
• Improving Tools and Digital Technology Platforms which include tools for issue documentation and resolution as well as live performance tracking with consultation of Head of Customer Experience
• Support Head of CX with policy documentation, implementation, and improvements across the department

Knowledge And Skills

Experience:

• Working experience in Retail, customer facing management
• Great Knowledge with data management and data entry
• Good understanding of operations and business-to-customer (B2C) sales
• Proven ability to analyze larger sets of data and strong attention to detail
• Team player
• Self-starter with a passion for EEA Kenya and its mission and Vision

Qualifications:

• Bachelor's degree in Business field
• Knowledge in advance excel.

Language(s):

• English fluency
• Kiswahili fluency