Hiring?Get vetted candidates in 48 hours. Pay only when you hire.Get vetted candidates in 48 hours.
W
Support Group Lead
Wave
Posted 4 months agoOuagadougou, Burkina Faso
Location
Ouagadougou, Burkina Faso
Job Type
Full-time
Experience
Mid-Level
Category
Customer Service
Job Description
Wave is looking for a Support Group Lead to join our Customer Support team in Ouagadougou, Burkina Faso. You will manage and lead a team of customer support representatives, set goals and targets, monitor team performance, and ensure excellent customer service. We are going through a fascinating period of growth and need someone who is bordering on obsessive about offering a world-class customer experience.
ProGigFinder Press
Fifty silent applications, or one that lands.
Pick any job above and pay $1.49 with MoMo or Card. In 60 seconds you get a CV written for that role: it passes the screening software and reads the way a recruiter expects.
Get my CV for this job: $1.49
Requirements
- Fluency in French and Mooré.
- Intermediary level in English.
- 2+ years of experience as a Customer Service Manager or equivalent.
- 1+ year of experience as a Customer Service Representative.
- Bachelor's degree.
- Demonstrate tenacity and a willingness to go the distance: work flexible hours.
- Can think strategically and lead.
- Comfortable defaulting to over-communication and overreaching in coordination.
- Excessively detail-oriented and seek to achieve excellence.
- Client-oriented with strong interpersonal skills.
- Diplomatic speaker with teamwork spirit.
- Available every day of the week, including weekends.
- Good understanding of customer service processes.
- Familiar with data analysis.
- Can explain decisions using numbers.
- Significant experience managing a large team of Support Representatives.
Responsibilities
- Manage the customer support day-to-day functions of your team.
- Respond and escalate customer support issues.
- Implement customer support processes to enhance customer satisfaction.
- Formulate and revise customer support policies and promote their implementation.
- Inform the team of all new information related to products, procedures, and trends.
- Assess support statistics and prepare detailed reports on the findings.
- Deliver performance evaluations and follow the disciplinary process according to company policy.
- Hold 1-on-1 meetings every month with the customer support representatives assigned to you.
- Report relevant information to the support team leads for the excellent functioning of the service.
- Assess Support representatives monthly.
- Listen to phone calls and improve quality.
Benefits
- Competitive salaries calculated using a transparent formula.
- Generous health insurance for yourself and your dependents.
- Generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care.
- Gym memberships and fitness class subsidies.
- Airtime reimbursement.
- Free food and a beautiful office space.
How to Apply
Fill out the application form and upload a resume in English and a cover letter describing your interest in Wave and the role.
