About the Role<\/p>\n
BasiGo Kenya is seeking a\u00a0Customer Experience Manager\u00a0who is responsible for leading the Customer Experience team that serves as the primary point of contact between customers and BasiGo. This team manages the customer care hotline, receives and logs customer requests and incidents, coordinates with internal teams to ensure issues are resolved promptly, and communicates updates back to customers.<\/p>\n
Responsibilities<\/p>\n
Team Leadership<\/p>\n
\tLead and manage the Customer Experience team responsible for handling inbound customer calls, requests, and incident reporting.
\n\tEnsure the customer care hotline operates effectively and maintains high availability.
\n\tDevelop shift schedules and staffing plans to ensure adequate coverage.
\n\tTrain, coach, and mentor agents to maintain high performance and professional customer interactions.<\/p>\n
Incident Reporting & Coordination<\/p>\n
\tEnsure customer incidents and requests are logged accurately and reported quickly to the appropriate internal teams.
\n\tEstablish clear processes for incident escalation and issue tracking.
\n\tMonitor response, approval and resolution times to ensure teams meet operational KPIs.
\n\tWork closely with Fleet, Service, and other internal teams to ensure timely resolution of customer issues.
\n\tEnsure customers receive clear and consistent updates until their issues are resolved.<\/p>\n
Performance Management & KPIs<\/p>\n
\tMonitor and report on call centre performance metrics such as:<\/p>\n
\t\tIncident reporting time
\n\t\tIssue escalation time
\n\t\tResponse and resolution follow up<\/p>\n
\tIdentify trends in customer issues and escalate recurring problems to relevant teams.
\n\tUse data to drive improvements in processes and service delivery.<\/p>\n
Customer Experience & Insights<\/p>\n
\tLead customer feedback initiatives including:<\/p>\n
\t\tVoice of the Customer programs
\n\t\tNet Promoter Score (NPS) surveys
\n\t\tCustomer Satisfaction (CSAT) tracking<\/p>\n
\tAnalyze customer feedback and identify areas for service improvement.
\n\tWork cross-functionally to ensure customer insights influence operational improvements.<\/p>\n
Our ideal candidate would have:<\/p>\n
Experience & Qualifications:<\/p>\n
\t3-5 years of experience in customer support, call centre operations, or service operations.
\n\tExperience working cross-functionally with fleet, service, or technical teams.
\n\tExperience with CRM or ticketing systems preferred.<\/p>\n
Apply Through:<\/p>\n
basigo.bamboohr.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/basigo.bamboohr.com","_company_name":"","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[711,693,717,1356],"job-types":[687],"class_list":["post-95990","job_listing","type-job_listing","status-publish","hentry","job_listing_region-nairobi","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/95990","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=95990"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=95990"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=95990"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=95990"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}