Locations: Ndola

The team you would join: Customer Engagement Team

The Contact Center Team serves as the first point of contact for Sun King’s customers in Zambia. The team supports both prospective and existing customers with product, service, payment, and overall customer relationship-related inquiries and forms part of Sun King’s global Customer Care and Call Center teams. Contact Center Teams play an important role in ensuring Sun King customers can access fair, reliable, and timely support for any product or service-related needs and provides strong customer service in line with its consumer protection commitments.
Sun King has built successful, fast-growing sales organizations in Kenya, Myanmar, Nigeria, Tanzania, Zambia, Cameroon,Togo and Uganda, and we are market leaders in the global PAYG solar industry.

About the Role:

We are searching for a dedicated, mindful Contact Center Team Manager who can manage, coach and motivate customer service executives as they engage with our customers through the different voice and non-voice platforms within the business. The Contact Center Team Manager will bolster up contact center employees and assist in the coaching and mentoring process, ensuring that every agent is well prepared to provide quality customer experience. They will be in charge of driving performance of the team in line with the assigned KPIs ensuring that they align and meet/exceed expectations through continuous engagements. You should be rational, synergetic and prepared to act as a resource to the contact center agents.