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Customer Experience Executive

Location: Nairobi, KenyaType: Full TimeMin. Experience: Experienced

About Twiga

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Twiga Foods Limited is a B2B e-commerce company that builds fair and reliable markets for agricultural producers, food manufacturers, and retailers based on transparency and efficiency. Our mission is to provide affordable access to high-quality food and grocery across African cities. Our ambition is to modernize Africa’s urban informal retail by using technology, to aggregate demand and help create an efficient supply chain that makes food and grocery more affordable.

Twiga Foods as an equal opportunities employer actively encourages qualified people living with a disability to apply for these Customer Experience positions.

Customer Experience Executive

We are looking for an experienced Customer Experience Executive who will be responsible for attending to the incoming customer interactions on phone, email, social media or any other omnichannel touchpoint that may be put in place as a point of incoming contact for the customers.

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The role holder will also respond to customer queries, generate revenue through order placement, upsell and cross-sell, educate the customer on our products and services and escalate customer complaints for investigation and resolution.

Responsibilities of the Customer Experience Executive position:

Customer Service

Answer incoming customer interactions in the prescribed process and guidelines troubleshoot and resolve issues to achieve customer experience excellence.

Revenue Generation

Sell, upsell, and cross-sell products through educating the customers on product features, deals, and offers and place customer orders in the set system as per the prescribed process of accurate order placement.

Analyze the customer order history in the system and leverage this information to grow the customer basket size based on the categories the customer buys and introduce categories that the customer can buy.

Escalations and Call Tagging

Document all call information and customer feedback according to standard operating procedures which include call tagging, dispositions, and adherence to the correct escalation matrix.

Adhere to the assigned work schedules, shifts, and workflows for individual productivity.

Minimum Qualifications and Requirements:

Have at least an Undergraduate Degree preferably in Business Management Studies, Business Administration, Sales, Marketing, or any other relevant field.

Have at least two (2) years of work experience in a customer service-related field, in a multifaceted high volume contact centre delivering quality and quantity in a time-sensitive environment.

Be digitally literate, proficient with applicable contact center technologies, software applications, phone systems, customer relationship management systems, and the Microsoft Office suites.

A demonstrated ability to multitask, patience, and remain patient and calm under pressure, especially during peak hours or intense situations.

Can quickly comprehend the business and elucidate company policies and products and services offerings.

Possess good analytical, critical thinking, problem-solving skills, interpersonal, communication, and presentation skills, organizational skills, with emphasis on priorities and goal setting.

Can communicate information, whether technical or non-technical to varied stakeholders internal and external to the business in a clear and concise manner.

Customer Experience SupervisorLocation: Nairobi, KenyaType: Full TimeMin. Experience: Experienced

About Twiga

Twiga Foods Limited is a B2B e-commerce company that builds fair and reliable markets for agricultural producers, food manufacturers, and retailers based on transparency and efficiency. Our mission is to provide affordable access to high-quality food and grocery across African cities. Our ambition is to modernize Africa’s urban informal retail by using technology, to aggregate demand and help create an efficient supply chain that makes food and grocery more affordable.

Twiga Foods as an equal opportunities employer actively encourages qualified people living with a disability to apply for these Customer Experience positions.

Customer Experience Supervisor

We are looking for an experienced Customer Experience Supervisor who will be responsible for leading, coordinating, directing, and motivating the customer experience team to deliver a world-class customer experience to Twiga customers.

This role holder will also be tasked with providing exceptional customer experience to our customers through quality interactions at the front line omnichannel touchpoints, quick and accurate escalations, complaints management, and customer issues resolution.

This role will offer customer-centric leadership to the customer experience team to entrench Twiga’s Values of Customer First, in line with the company’s commitment to exceed customer expectations and achieve the set Net Promoter Score (NPS) as well as review, optimize and advocate for compliance to the customer experience processes.

Responsibilities of the Customer Experience Supervisor position:

Design and Improve Customer Experience

Provide oversight and leadership in the management of the contact center interactions for quality management and exceptional customer experience.

Lead and direct the inbound Customer Experience Executives (CEEs) and Associates to achieve the set service levels in handling, responding to, and resolving customer queries.

Map the customer journey and identify opportunities to proactively improve customer experience. Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.

Create positive customer experiences through managing and monitoring complaints resolution and close loop with customers.

Business Development and Account Management

Drive product knowledge, customer education, and information at the contact for effective customer support and order generation through training, refreshers, coaching, and mentorship, and continuous knowledge assessments to enhance upsell/cross-sell capabilities.

Manage staff occupancy and utilization to ensure optimal productivity for revenue generation.

Drive the digital migration agenda through customer education on the Soko Yetu (self-ordering platform) and collect customer feedback for improvement of the platform.

Continually review, update and communicate contact center scripts, SOPs, and processes in line with changes in Twiga operations/products and services.

Team Management

Review the team’s performance and derive training needs from the team’s daily performance. Plan, and execute remedial training on the identified gap areas.

Drive a high-performance culture where the team is motivated to achieve and exceed the set targets.

Minimum Qualifications and Requirements:

Have at least an Undergraduate Degree preferably in Business Management Studies, Business Administration, Sales, Marketing, or any other relevant field.

Have at least three (3) years of work in leading and supervising a contact center or customer service teams.

Demonstrate a high-performance track record in leading and achieving performance goals in a busy contact center environment.

Be a highly motivated, high-energy individual with a strong desire to succeed and mentor our customer service team while focusing on excellent customer service.

Have in-depth knowledge of customer service principles and practices, customer service software, databases, and CRM tools.

Current with relevant technology trends and applications

Have excellent presentation and communication skills, outstanding analytical, critical thinking, and problem-solving skills.

Possess good supervisory skills to lead the team successfully and motivational skills to bring out the best in the team members.

Can work with different people in different departments.

Should be flexible and adaptable to a fast-changing/fast-growing environment.

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