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KAMKEES TECHNOLOGY LIMITED recrute un Customer Care Leader pour piloter son équipe de service client en Afrique francophone. Rattaché au Directeur Commercial, vous serez le cerveau opérationnel de la ligne de front, garantissant la résolution des cas complexes, la qualité des échanges et la continuité du service sur le terrain.
Vos responsabilités incluent la gestion complète des réclamations sévères et des dossiers à haut risque remontés par les agents, avec une obligation de solution finale dans les délais impartis. Vous disposerez d'une autorité d'approbation pour les remboursements et compensations, et conduirez des inspections qualité quotidiennes des appels et chats, avec production de rapports de performance.
Vous organiserez les plannings, la présence et la gestion des urgences comme les pannes système, afin d'assurer une continuité de service. En cas de fraude, litige financier ou contenu sensible, vous mènerez une première enquête factuelle et préserverez les preuves avant transmission au Directeur pour décision finale. Enfin, vous traduirez les procédures du siège en scripts locaux pratiques et animerez des sessions d'entraînement pour les agents.
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Customer Service Team Leader Reports to: Business Director Role Summary: Serves as the “brain” of the front line service team, managing complex cases, quality assurance, and on site operations. Key Responsibilities: Escalation Handling: Take full ownership of complex issues, severe complaints, and high risk cases escal
Customer Service Team Leader Reports to: Business Director Role Summary: Serves as the “brain” of the front line service team, managing complex cases, quality assurance, and on site operations. Key Responsibilities: Escalation Handling: Take full ownership of complex issues, severe complaints, and high risk cases escal
🎯 Responsabilités Duties Responsibilities Handle customer calls courteously and professionally. Provide accurate information about products and services. Gather, verify, and communicate customer information effectively. Show empathy and provide personalized customer service when needed
🎯 Responsabilités Duties Responsibilities Handle customer calls courteously and professionally. Provide accurate information about products and services. Gather, verify, and communicate customer information effectively. Show empathy and provide personalized customer service when needed