Customer Service Manager

Position Summary

The Customer Service Manager will be responsible for leading and developing the customer service function in DRC, ensuring a seamless customer experience across all customer touchpoints. The role will oversee customer support operations, complaint resolution, service quality management, customer retention initiatives, and team leadership.

The ideal candidate will be passionate about customer satisfaction, process improvement, and building high-performing customer support teams in a fast-paced environment.

Key Responsibilities

Customer Experience Management

• Develop and implement customer service strategies aligned with Spiro's business objectives.
• Ensure customers receive timely, professional, and effective support.
• Monitor and improve customer satisfaction levels across all service channels.
• Establish customer experience standards and service delivery guidelines.
• Drive customer-centric initiatives that enhance brand loyalty and retention.

Customer Support Operations

• Manage day-to-day customer support activities including:
• Call center operations
• Walk-in customer support
• Social media inquiries
• Email and WhatsApp support channels
• Ensure adherence to service level agreements (SLAs).
• Monitor support requests and ensure timely resolution.

Complaint Handling & Resolution

• Lead the resolution of escalated customer complaints.
• Conduct root cause analysis on recurring customer issues.
• Collaborate with operations, technical, aftersales, and fleet teams to address customer concerns.
• Develop corrective action plans to prevent repeat incidences.

Team Leadership & Development

• Recruit, train, coach, and mentor customer service staff.
• Set performance goals and monitor team productivity.
• Conduct regular performance reviews and coaching sessions.
• Foster a culture of accountability, customer focus, and continuous improvement.
• Build a high-performing and motivated customer service team.

Customer Retention & Engagement

• Develop customer retention strategies to improve loyalty and usage.
• Analyze customer feedback and identify opportunities for service improvement.
• Support customer education initiatives and awareness campaigns.
• Work closely with marketing teams to improve customer communication.

Performance Monitoring & Reporting

• Track and report key customer service metrics including:
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• First Contact Resolution (FCR)
• Average Resolution Time
• Customer Retention Rate
• Prepare regular customer service performance reports for management.
• Recommend improvements based on performance data and customer insights.

Process Improvement

• Continuously identify opportunities to improve customer service processes.
• Implement best practices for customer support operations.
• Drive digitalization and automation initiatives where applicable.
• Develop and maintain customer service policies and procedures.

Cross-Functional Collaboration

• Work closely with:
• Operations
• Sales
• Technical Support
• Aftersales
• Finance
• Human Resources
• Ensure customer feedback is incorporated into operational and product improvements.
• Support new product launches and service rollouts.

Qualifications & Experience

Education

• Bachelor’s degree in business administration, Customer Service Management, Marketing, Communication, or a related field.
• Professional certifications in Customer Experience, Customer Service, or Contact Center Management are an added advantage.

Experience

• Minimum 7 years of customer service experience.
• At least 3 years in a leadership or managerial role.
• Experience managing customer support teams in a fast-paced environment.
• Experience in mobility, automotive, telecommunications, fintech, banking, FMCG, logistics, or technology sectors is highly desirable.
• Proven experience handling customer complaints and service improvement initiatives.

Language Requirements

• Fluent in French (mandatory).
• Good command of English is highly desirable.
• Knowledge of Lingala and other local languages is an added advantage.

Key Competencies

Technical Competencies

• Customer relationship management (CRM)
• Call center management
• Service quality management
• Customer complaint handling
• Performance reporting and analytics
• Process improvement
• Customer retention strategies
• Microsoft Office and CRM systems

Leadership Competencies

• Team leadership and people management
• Strong communication skills
• Problem-solving and decision-making
• Conflict resolution
• Coaching and mentoring
• Stakeholder management
• Adaptability and resilience
• Customer-centric mindset