27 Oct 2018

Customer Support Manager

Job Description

Customer Support Manager – Somaliland – Job Description

Ziqqi.com is building the leading e-commerce platform for East Africa. With thousands of items available across a wide variety of categories, Ziqqi will provide high-quality goods to customers across the continent. The company is launching its operations in Hargeisa, Somaliland.

Reporting to the General Manager, the candidate is responsible for ensuring customer satisfaction in all interactions with Ziqqi. The candidate will develop customer support procedures and oversee a team of customer support agents. From individual customers, to business and affiliate partner orders, the Customer Support Manager will oversee all aspects of customer care for the company in Somaliland.

Responsibliities:

  • Develop customer support procedures in coordination with the General Manager. This includes methods for how the company will respond to queries via a wide variety of channels, including telephone, social media, in-person, and web chat.
  • Assist in interviewing, hiring, and training customer support executives
  • Develop policies for returns, store credit, and misplaced orders
  • Take on direct customer support roles as escalation or staffing requires
  • Analyze quality of service provided through both qualitative and quantitative metrics, providing monthly reports to the General Manager
  • Assist in a wide variety of sales, operations, and administrative duties as needs arise

The Ideal Candidate:

  • Bachelor’s degree or higher, in a related field
  • Experience working in a call center or other data collection environment
  • Strong capacity for prioritizing and delegating a wide range of tasks
  • Creative business thinking and open-minded. Ability to convert information into insights.
  • Strong experience working with data entry and analysis
  • Exceptional communication, and inter-personal skills in both Somali and English

As a start-up company working in a relatively new industry for Somaliland, leadership staff will have to be exceptionally flexible and adaptable to succeed. The Customer Support Manager will have the opportunity to assist in building this company from the ground up. Ziqqi is seeking to build a team that is comfortable presenting new ideas, working collaboratively, and thinks outside the box. The Customer Support Manager will have the chance to extend their efforts in coordination with the General Manager, creativity and an entrepreneurial spirit are a must!

Send us your CV, if you meet requirements above.

Email: mawlid@ziqqi.com

Website: www.ziqqi.com


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