BasiGo Kenya is seeking a Customer Experience Manager who will be responsible for leading the Customer Experience team. This team serves as the primary point of contact between customers and BasiGo, managing the customer care hotline, logging requests and incidents, coordinating with internal teams for prompt resolution, and communicating updates back to customers.
Responsibilities
Team Leadership
Lead and manage the Customer Experience team responsible for handling inbound customer calls, requests, and incident reporting.
Ensure the customer care hotline operates effectively and maintains high availability.
Develop shift schedules and staffing plans to ensure adequate coverage.
Train, coach, and mentor agents to maintain high performance and professional customer interactions.
Incident Reporting & Coordination
Ensure customer incidents and requests are logged accurately and reported quickly to the appropriate internal teams.
Establish clear processes for incident escalation and issue tracking.
Monitor response, approval, and resolution times to ensure teams meet operational KPIs.
Work closely with Fleet, Service, and other internal teams to ensure timely resolution of customer issues.
Ensure customers receive clear and consistent updates until their issues are resolved.
Performance Management & KPIs
Monitor and report on call centre performance metrics such as incident reporting time, issue escalation time, and response/resolution follow-up.
Identify trends in customer issues and escalate recurring problems to relevant teams.
Use data to drive improvements in processes and service delivery.
Customer Experience & Insights
Lead customer feedback initiatives including Voice of the Customer (VoC) programs, Net Promoter Score (NPS) surveys, and Customer Satisfaction (CSAT) tracking.
Analyze customer feedback and identify areas for service improvement.
Work cross-functionally to ensure customer insights influence operational improvements.
Requirements and Qualifications
BA/BSc/HND degree qualification.
3-5 years of experience in customer support, call centre operations, or service operations.
Experience working cross-functionally with fleet, service, or technical teams.
Experience with CRM or ticketing systems is preferred.
How to Apply
Interested and qualified candidates should apply via the BasiGo careers portal on BambooHR by following the link provided below.
