Konga.com is Nigeria’s largest online marketplace. We launched in July 2012 and our mission is to become the engine of ecommerce and trade in Africa.
We serve an ever expanding customer base, offering products that span various categories including Phones, Computers, Clothing, Shoes, Home Appliances, Books, Healthcare, Baby Products, personal care and much more.
Our range of services are designed to ensure optimum levels of convenience and customer satisfaction. These services include our lowest price guarantee, free return policy*, order delivery-tracking, dedicated customer service support and many other premium services.
Konga.com goes beyond just making a name for itself as the foremost e-commerce platform in Nigeria. Konga chooses to empower Nigerians to sell their products to a wider audience. We give the local merchant nationwide reach and shipping services. Konga believes in a Nigeria where every small or large business owner is given an opportunity to succeed.
Konga is helping to provide that opportunity with the Konga Marketplace.
Head, Shared Services
Duties & Responsibilities
• To design, develop and deliver a new HR Shared Services function with the overall aim of delivering a high level of HR service that meets business and colleague needs, while maintaining the balance between risk, cost and service objectives
• To develop best processes to deliver a standardized and efficient service across all service areas of HR including Payroll, Pensions, Learning and Development, Resourcing administration and the provision of effective advice and support for line managers and employees
• Directs, plans and manages HR Shared Service Center teams in accordance with the organization’s strategic direction.
• To develop the HR Shared Services strategy for effective delivery of operational and transactional HR services.
• Lead on the development of the HR shared service function providing input into its resourcing, systems and function design;
• Manage the HR shared service function in meeting its customer needs and ensuring service delivery is aligned to the overall HR strategy, using best of breed processes and the most appropriate models and technology
• Ensure the HR Shared Services technology infrastructure supports efficient and customer focused delivery of processes, including easy to use, intuitive self-service functionality for employees and line managers
• Delivers HR services, procedures and processes that are considered value added, measurable, directly tied to Konga business objectives and aimed at increasing employee success and satisfaction.
• Works to build HR Service Center team performance and group commitments to goals and objectives and measures results to improve transactional efficiencies.
• Ensures there is a positive internal and external working relationship within the HR Shared Service Center team and with external customers by frequently communicating and soliciting feedback with both parties and by measuring customer satisfaction.
• Interacts and works closely with the VP, HR and HR Business Partners to identify deliverable gaps and possible solutions and develop leading strategies and appropriate polices, tools and techniques.
• Works with Human Resources and Field leadership to determine service level objectives.
• Identifies additional service offerings, department needs or opportunities for improvement.
• Stays up to date on trends and developments within functional area of expertise, constantly researches and uses best practices of similar and successful companies as benchmarks.
• Leads and participates on HR projects in support of the HR strategies.
• Other duties as assigned by Line Manager
• To develop best processes to deliver a standardized and efficient service across all service areas of HR including Payroll, Pensions, Learning and Development, Resourcing administration and the provision of effective advice and support for line managers and employees
• Directs, plans and manages HR Shared Service Center teams in accordance with the organization’s strategic direction.
• To develop the HR Shared Services strategy for effective delivery of operational and transactional HR services.
• Lead on the development of the HR shared service function providing input into its resourcing, systems and function design;
• Manage the HR shared service function in meeting its customer needs and ensuring service delivery is aligned to the overall HR strategy, using best of breed processes and the most appropriate models and technology
• Ensure the HR Shared Services technology infrastructure supports efficient and customer focused delivery of processes, including easy to use, intuitive self-service functionality for employees and line managers
• Delivers HR services, procedures and processes that are considered value added, measurable, directly tied to Konga business objectives and aimed at increasing employee success and satisfaction.
• Works to build HR Service Center team performance and group commitments to goals and objectives and measures results to improve transactional efficiencies.
• Ensures there is a positive internal and external working relationship within the HR Shared Service Center team and with external customers by frequently communicating and soliciting feedback with both parties and by measuring customer satisfaction.
• Interacts and works closely with the VP, HR and HR Business Partners to identify deliverable gaps and possible solutions and develop leading strategies and appropriate polices, tools and techniques.
• Works with Human Resources and Field leadership to determine service level objectives.
• Identifies additional service offerings, department needs or opportunities for improvement.
• Stays up to date on trends and developments within functional area of expertise, constantly researches and uses best practices of similar and successful companies as benchmarks.
• Leads and participates on HR projects in support of the HR strategies.
• Other duties as assigned by Line Manager
Skills & Competencies
• Significant experience in designing and building HR Shared Services;
• Significant experience in leading a HR Shared Services function in a large complex organisation; Experience in compensation and benefits
• Excellent customer service management experience demonstrating the flexibility and adaptability to deal with changing business needs in a fast paced environment;
• Excellent understanding of key financial and commercial measures and the impact of HR service delivery on the bottom line
• Strong in the use of Microsoft Office
• Experience with HRIS systems
• Mathematical / Accounting Skills
• Significant experience in leading a HR Shared Services function in a large complex organisation; Experience in compensation and benefits
• Excellent customer service management experience demonstrating the flexibility and adaptability to deal with changing business needs in a fast paced environment;
• Excellent understanding of key financial and commercial measures and the impact of HR service delivery on the bottom line
• Strong in the use of Microsoft Office
• Experience with HRIS systems
• Mathematical / Accounting Skills
Other Skills
• Excellent management skills and ability to organize and plan effectively to meet both short and long range goals and objectives.
• Excellent oral and written communication skills and ability to convey business requirements and technical needs in a clear, concise, and effective manner.
• Excellent interpersonal skills and ability to work effectively with business partners and other employee’s staff.
• Possesses ability to manage multiple project plans successfully and simultaneously.
• Strong leadership capabilities with a passion to develop people
• Ability to establish credibility and influence key stakeholders at all levels
• Good team player, with excellent interpersonal and communication skills
• Excellent management skills and ability to organize and plan effectively to meet both short and long range goals and objectives.
• Excellent oral and written communication skills and ability to convey business requirements and technical needs in a clear, concise, and effective manner.
• Excellent interpersonal skills and ability to work effectively with business partners and other employee’s staff.
• Possesses ability to manage multiple project plans successfully and simultaneously.
• Strong leadership capabilities with a passion to develop people
• Ability to establish credibility and influence key stakeholders at all levels
• Good team player, with excellent interpersonal and communication skills
Qualifications & Experience
• Bachelor’s Degree in Human Resources, Business or related discipline
• Minimum of seven years of solid, diverse work experience in human resources or operations previous supervisory/ management experience or equivalent combination of education and work experience.
• Minimum 4 years managerial experience in human resources
Preferred Qualifications
• Experience in an HR Service Center
• Certificates, Licenses, Registrations or Professional Designations
• Professional in Human Resources (PHR) or Senior Professional in Human Resources (SPHR) certification is preferred.
• Minimum of seven years of solid, diverse work experience in human resources or operations previous supervisory/ management experience or equivalent combination of education and work experience.
• Minimum 4 years managerial experience in human resources
Preferred Qualifications
• Experience in an HR Service Center
• Certificates, Licenses, Registrations or Professional Designations
• Professional in Human Resources (PHR) or Senior Professional in Human Resources (SPHR) certification is preferred.
Finance Inventory Control Officer
Job Description
The role will be responsible for executing inventory control measures to ensure the company minimizes stock holding and maximizes stock system and paperwork accuracy. The position requires a diligent, focused and task driven individual with very good analytical and problem solving skills. Attention to accuracy and detail is required for this position.
Duties & Responsibilities
1. Review SAP and Magento physical alignment when investigation anomalies.
2. Oversee and be involved in all cycle counts daily, along with other queries.
3. Ensure the escalation of ALL unresolved queries to the Financial Controller.
4. Investigate Stock/Cycle Count Variances.
5. Ensure and Enforce current Inventory Control measures.
6. Ensure a clear understanding of all the warehouse policies, procedures and warehouse flows.
7. Ensure compliance to all security and housekeeping rules.
8. Adhere to company discipline and time keeping.
9. Consistently ensure feedback to the Financial Controller.
10. Prepare and send out a Stock Count Report for every Stock take.
11. Ensures that Finance Unit is carried along in any relevant Warehouse issue.
12. Ensure there are necessary approvals for ALL inventory adjustments.
13. Seek approval and update exceptional Inventory adjustments.
14. Periodic Inventory Valuation and roll forwards.
15. Periodic Obsolesce/Damaged Stock Report.
16. Monitoring of GIT and escalation of overdue “paid but not delivered” Orders.
17. Ensuring inventory Items are carried at the correct cost according to IAS 2
18. Produce daily reports to ensure key critical areas of the stock system are controlled and any discrepancies addressed and resolved.
19. Implement improvement processes and systems to reduce inventory, minimise costs and maximize working capital.
20. Write and maintain accurate written procedures for all main inventory control processes and functions.
21. Ensure integrity and accuracy of the stock management system
22. Manage control measures to ensure mistakes, inaccuracies and discrepancies are highlighted, addressed and resolved.
23. Manage other company account as needed.
2. Oversee and be involved in all cycle counts daily, along with other queries.
3. Ensure the escalation of ALL unresolved queries to the Financial Controller.
4. Investigate Stock/Cycle Count Variances.
5. Ensure and Enforce current Inventory Control measures.
6. Ensure a clear understanding of all the warehouse policies, procedures and warehouse flows.
7. Ensure compliance to all security and housekeeping rules.
8. Adhere to company discipline and time keeping.
9. Consistently ensure feedback to the Financial Controller.
10. Prepare and send out a Stock Count Report for every Stock take.
11. Ensures that Finance Unit is carried along in any relevant Warehouse issue.
12. Ensure there are necessary approvals for ALL inventory adjustments.
13. Seek approval and update exceptional Inventory adjustments.
14. Periodic Inventory Valuation and roll forwards.
15. Periodic Obsolesce/Damaged Stock Report.
16. Monitoring of GIT and escalation of overdue “paid but not delivered” Orders.
17. Ensuring inventory Items are carried at the correct cost according to IAS 2
18. Produce daily reports to ensure key critical areas of the stock system are controlled and any discrepancies addressed and resolved.
19. Implement improvement processes and systems to reduce inventory, minimise costs and maximize working capital.
20. Write and maintain accurate written procedures for all main inventory control processes and functions.
21. Ensure integrity and accuracy of the stock management system
22. Manage control measures to ensure mistakes, inaccuracies and discrepancies are highlighted, addressed and resolved.
23. Manage other company account as needed.
Skills & Competencies
• Have a detailed understanding of MRP and inventory control / management systems and ERP.
• Good interpersonal skills.
• Good conceptual understanding of inventory control.
• Good warehouse process skills understanding.
• Adherence to process and procedural requirements.
• Possess excellent personal organisation and business administration skills in accordance with modern best practice methods.
• Possess the ability to work productively, efficiently & effectively with initiative and drive under tight timescales and pressure whilst maintaining attention to detail and quality
• Good written and oral communications skills, must work well within a team environment.
• Good problem solving and analytical skills.
• Articulate in completing tasks and achieving deadlines.
• Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
• Good interpersonal skills.
• Good conceptual understanding of inventory control.
• Good warehouse process skills understanding.
• Adherence to process and procedural requirements.
• Possess excellent personal organisation and business administration skills in accordance with modern best practice methods.
• Possess the ability to work productively, efficiently & effectively with initiative and drive under tight timescales and pressure whilst maintaining attention to detail and quality
• Good written and oral communications skills, must work well within a team environment.
• Good problem solving and analytical skills.
• Articulate in completing tasks and achieving deadlines.
• Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
Qualifications & Experience
• A BSc or HND graduate in Finance OR Accounting.
• At least 2 years’ experience in an inventory environment.
• At least 2 years’ experience in an inventory environment.
Director, Marketing
Job Description
The Director is responsible for planning, development and implementation of all of the Organization’s marketing strategies, marketing communications, and public relations activities, both external and internal. Oversees development and implementation of support materials and services for chapters in the area of marketing, communications and public relations. Directs the efforts of the marketing, communications and public relations staff and coordinates at the strategic and tactical levels with the other functions of the Organization.
Duties & Responsibilities
• Devising and implementing a strategic media relations plan to reach our target audiences.
• Cultivating a portfolio of media contacts to help place local, regional and national stories in print, digital and broadcast outlets.
• Creating pitches and media opportunities to raise awareness of Konga’s line of business.
• Planning and coordinating larger communications campaigns around a central theme and incorporating earned media, social media, web and community outreach.
• Providing messaging, spokesperson and crisis communications training to colleagues as necessary.
• Assisting in strategy development for social media and online content.
• Creating compelling online content in the form of online features about Konga’s evolving business areas.
• Serve as a primary media relations point of contact for Konga Online Shopping.
• Develop and implement media strategies that maximize Konga’s presence in Africa.
• Cultivate and maintain relationships with key media contacts. Proactively seek and initiate story placements that are on message. Respond to media inquiries.
• Serve as strategic communications advisor to Konga staff on public relations, crisis prevention and management.
• Develop speeches, key messages and talking points, as needed. Serve as spokesperson where appropriate.
• Assist in setting strategy for social media and other online content, and create compelling content for multiple online channels.
• Ensure articulation of Organization’s desired image and position, assure consistent communication of image and position throughout the Organization, and assure communication of image and position to all constituencies, both internal and external.
• Ensure that the Organization regularly conducts relevant market research; coordinates
and oversee this activity. Monitor trends.
• Devising and implementing a strategic media relations plan to reach our target audiences.
• Cultivating a portfolio of media contacts to help place local, regional and national stories in print, digital and broadcast outlets.
• Creating pitches and media opportunities to raise awareness of Konga’s line of business.
• Planning and coordinating larger communications campaigns around a central theme and incorporating earned media, social media, web and community outreach.
• Providing messaging, spokesperson and crisis communications training to colleagues as necessary.
• Assisting in strategy development for social media and online content.
• Creating compelling online content in the form of online features about Konga’s evolving business areas.
• Serve as a primary media relations point of contact for Konga Online Shopping.
• Develop and implement media strategies that maximize Konga’s presence in Africa.
• Cultivate and maintain relationships with key media contacts. Proactively seek and initiate story placements that are on message. Respond to media inquiries.
• Serve as strategic communications advisor to Konga staff on public relations, crisis prevention and management.
• Develop speeches, key messages and talking points, as needed. Serve as spokesperson where appropriate.
• Assist in setting strategy for social media and other online content, and create compelling content for multiple online channels.
• Ensure articulation of Organization’s desired image and position, assure consistent communication of image and position throughout the Organization, and assure communication of image and position to all constituencies, both internal and external.
• Ensure that the Organization regularly conducts relevant market research; coordinates
and oversee this activity. Monitor trends.
PLANNING AND BUDGETING
• Responsible for the achievement of marketing/communications/public relations mission, goals and financial objectives. Ensure that evaluation systems are in place related to these goals and objectives and report progress to the CEO.
• Develop short- and long-term plans and budgets for the marketing/communications/ public relations program and its activities, monitor progress, assure adherence and evaluate performance.
• Recommend short- and long-term Organization goals and objectives to the CEO.
• Develop, implement and monitor systems and procedures necessary to the smooth operation of the marketing/communications/public relations function.
• Keep informed of developments in the fields of marketing, communications and public relations, not-for-profit management and governance, [and the specific business of the Organization and use this information to help the Organization operate with initiative and innovation.
• Responsible for the achievement of marketing/communications/public relations mission, goals and financial objectives. Ensure that evaluation systems are in place related to these goals and objectives and report progress to the CEO.
• Develop short- and long-term plans and budgets for the marketing/communications/ public relations program and its activities, monitor progress, assure adherence and evaluate performance.
• Recommend short- and long-term Organization goals and objectives to the CEO.
• Develop, implement and monitor systems and procedures necessary to the smooth operation of the marketing/communications/public relations function.
• Keep informed of developments in the fields of marketing, communications and public relations, not-for-profit management and governance, [and the specific business of the Organization and use this information to help the Organization operate with initiative and innovation.
ORGANIZATIONAL STRATEGY
• Work with senior staff, Sales and Marketplace department to:
develop and maintain a strategic perspective — based on marketplace and constituent needs and satisfaction — in organizational direction, program and services, and decision-making; and, ensure the overall health and vitality of the Organization.
• Help make sure that the Organization’s philosophy, mission and vision are pertinent and practiced throughout the organization.
• Develop and coordinate means to seek regular input from the Organization’s key constituencies regarding the quality of programs and services.
• Help formulate and administer policies to ensure the integrity of the Organization.
• Act as an internal consultant to bring attention and solutions to institutional priorities.
• Work with senior staff, Sales and Marketplace department to:
develop and maintain a strategic perspective — based on marketplace and constituent needs and satisfaction — in organizational direction, program and services, and decision-making; and, ensure the overall health and vitality of the Organization.
• Help make sure that the Organization’s philosophy, mission and vision are pertinent and practiced throughout the organization.
• Develop and coordinate means to seek regular input from the Organization’s key constituencies regarding the quality of programs and services.
• Help formulate and administer policies to ensure the integrity of the Organization.
• Act as an internal consultant to bring attention and solutions to institutional priorities.
Skills & Competencies
• Proven track record of managing monthly budgets in excess of $1m
• Able to demonstrate deep understanding of multi-channel / online & offline marketing campaign and effective tracking strategies.
• Strong negotiating skills
• Solid overall business / commercial understanding.
• Strong copywriting skills and experience working with designers to develop visually compelling marketing and sales tools;
• Proven proficiency in audience targeting and segmentation, and experience tracking and measuring the effectiveness of marketing campaigns across multiple channels;
• Must be able to think strategically, be flexible and work with diverse groups within a team environment;
• Knowledge of the latest developments and techniques in online and social media Application.
• Excellent computer skills, particularly with presentation software; Proficient in MS Office Skills.
• Demonstrated skills, knowledge and experience in the design and execution of marketing, communications and public relations activities.
• Strong creative, strategic, analytical, organizational and personal sales skills.
• Strong oral and written communications skills.
• Ability to manage multiple projects at a time.
• Able to demonstrate deep understanding of multi-channel / online & offline marketing campaign and effective tracking strategies.
• Strong negotiating skills
• Solid overall business / commercial understanding.
• Strong copywriting skills and experience working with designers to develop visually compelling marketing and sales tools;
• Proven proficiency in audience targeting and segmentation, and experience tracking and measuring the effectiveness of marketing campaigns across multiple channels;
• Must be able to think strategically, be flexible and work with diverse groups within a team environment;
• Knowledge of the latest developments and techniques in online and social media Application.
• Excellent computer skills, particularly with presentation software; Proficient in MS Office Skills.
• Demonstrated skills, knowledge and experience in the design and execution of marketing, communications and public relations activities.
• Strong creative, strategic, analytical, organizational and personal sales skills.
• Strong oral and written communications skills.
• Ability to manage multiple projects at a time.
Qualifications & Experience
• MSC/BSC in Marketing Communications or related field and minimum
• Relevant certifications in Marketing communications, desired
• 10-14 years related work experience with FMCG’s, strongly desired.
• Proven track record of managing monthly budgets in excess of $1m
• Experience in cultivating and managing client relationships.
• Experience in using social media as a media relations and audience development tool.
• Experience in project and account management, including measuring results of strategic plans and programs.
• Relevant certifications in Marketing communications, desired
• 10-14 years related work experience with FMCG’s, strongly desired.
• Proven track record of managing monthly budgets in excess of $1m
• Experience in cultivating and managing client relationships.
• Experience in using social media as a media relations and audience development tool.
• Experience in project and account management, including measuring results of strategic plans and programs.
Business Performance Analyst
Job Description
The Business Performance Associate will be assisting management with financial and operational performance insights and influence as it aligns with business goals and financial budget. The incumbent will be responsible for producing monthly and regular KPIs on business operational performance.
Duties & Responsibilities
A. Preparation of 5-year business plan and annual budgets
B. Preparation of Konga business plan, budget and rolling forecasts
C. Track performance against plan/budget, identify variance and their reasons and suggest corrective measures
D. Preparation of unit economics across all Konga operations
E. Capital & Operational expenses reports on departmental basis
F. Trend analysis of all activities, expenses, sales, purchases and etc.
G. Assist with working capital review
H. Support Head with presentations to the Konga Board and Management
I. Produce monthly and regular KPIs on business operational performance
J. Perform other duties as required by the Head, Business Performance
B. Preparation of Konga business plan, budget and rolling forecasts
C. Track performance against plan/budget, identify variance and their reasons and suggest corrective measures
D. Preparation of unit economics across all Konga operations
E. Capital & Operational expenses reports on departmental basis
F. Trend analysis of all activities, expenses, sales, purchases and etc.
G. Assist with working capital review
H. Support Head with presentations to the Konga Board and Management
I. Produce monthly and regular KPIs on business operational performance
J. Perform other duties as required by the Head, Business Performance
Skills & Competencies
• Strong analytical skills and ability to evaluate processes
• Strong Excel and Financial Modelling skills
• Technical knowledge and understanding of business processes
• Excellent knowledge of investor engagement
• Very creative and problem solving skills
• Excellent inter-personal skills
• Good influencing skills
• Good time management skills
• Strong Excel and Financial Modelling skills
• Technical knowledge and understanding of business processes
• Excellent knowledge of investor engagement
• Very creative and problem solving skills
• Excellent inter-personal skills
• Good influencing skills
• Good time management skills
Qualifications & Experience
• Minimum 2 years Business/Financial Analysis experience
Manager, Customer Experience
Job Description
This role is responsible for advocating for customer experience within the company.
That includes leading customer experience programs that create an internal culture of customer focus, and identifying the top opportunities to directly change the customer experience.
The CX Manager identifies, develops and oversees a portfolio of initiatives designed to improve customer experience, and works with internal business partners to effect change.
This is a both a strategic and hands-on position requiring experience in interpreting customer insights, process analysis, business analysis, process mapping and process improvement capabilities. Ideal candidate has a strong background in managing customer experience and process improvement initiatives and driving solutions to improve those processes with the end-customer in mind.
Duties & Responsibilities
• Develop a deep understanding of the voice of the customer and identify key opportunities/leverage points for improving the customer experience and building customer loyalty
• Prioritize key customer requirements and develop key metrics
• Participate on cross-functional teams for key VOC projects and help guide the initiatives to achieve the desired outcomes
• Create and manage the culture change to become more customer focused including development of new internal programs such as Experience immersion, CX training, Recognition, Communications, and Aligning employees with customer metrics.
• Drive people, process, and technology improvement initiatives to optimize the Customer Support experience end-to-end.
• Facilitate product/program quality improvements based on Customer feedback and core Customer Service performance measurements.
• Champion the customer through all our customer journeys, identifying their needs and expectations.
Skills & Competencies Customer Focus: Keeps customers as a top priority when making all business decisions. Listens to customer feedback and advocates for solutions that help customers achieve and exceed their goals and objectives. Focuses organization on customer at all times and recognizes that employees are the key to delivery of the customer promise.
• Prioritize key customer requirements and develop key metrics
• Participate on cross-functional teams for key VOC projects and help guide the initiatives to achieve the desired outcomes
• Create and manage the culture change to become more customer focused including development of new internal programs such as Experience immersion, CX training, Recognition, Communications, and Aligning employees with customer metrics.
• Drive people, process, and technology improvement initiatives to optimize the Customer Support experience end-to-end.
• Facilitate product/program quality improvements based on Customer feedback and core Customer Service performance measurements.
• Champion the customer through all our customer journeys, identifying their needs and expectations.
Skills & Competencies Customer Focus: Keeps customers as a top priority when making all business decisions. Listens to customer feedback and advocates for solutions that help customers achieve and exceed their goals and objectives. Focuses organization on customer at all times and recognizes that employees are the key to delivery of the customer promise.
Strategic Thinking: Leads by applying strategic thinking vs. simple strategic planning to develop a vision for the customer journey, assuming primary responsibility for developing a plan that identifies and champions key moments of truth across all aspects of the customer experience.
Change Agent: Strong track record of successfully changing the culture and focus of an organization. Can clearly articulate what the current culture and behaviours are, what they need to be, and develop and implement a strategy to achieve in short order.
Process/Project Management: Possesses outstanding and demonstrated process and project management skills. Has displayed a proven track record of results, and understands how to imbed these into organizational culture. Works from a detailed business planning road map that has clear targets and milestones.
Driving Results: Sets compelling goals and aggressive schedules for improvement. Translates the vision/mission of the organization into actionable, quantitative plans. Conveys a sense of urgency, and drives issues to closure. Holds people accountable for agreed-to results. Identifies and keeps others focused on the most important metrics that drive the business.
Influencing Skills: Shows ability to influence key stakeholders across the company at all levels. Forges strong, diverse relationships in a matrixed environment. Engages teams through his/her enthusiasm and excitement about the business. Celebrates with individuals and teams for achieving significant milestones and goals. Strong supporter of working with peers and other company advocates insuring that buy in and change occurs.
Qualifications & Experience
• University degree
• 5-6 years post NYSC
• Experience leading customer experience and continuous improvement initiatives a plus
• Experience in change management will be an added advantage
• 5-6 years post NYSC
• Experience leading customer experience and continuous improvement initiatives a plus
• Experience in change management will be an added advantage
Team Lead, Social Media
Job Description
The primary responsibility of the Social Media Team Lead is to manage interaction with customers on the social media platforms used by the company.
All interactions from customers must be attended to and promptly.
Duties & Responsibilities
• Creates Social Media management standards, policies and rules of engagement
• Monitoring activities of Social Media Agents
• Monitoring comments on all social media platforms and is abreast of any issue that arises
• Ensure prompt response to queries presented via social media channels
• Provide weekly/daily report on social activities. Tweets, comments, sentiment report, etc.
• Upskill agents to ensure that the promised level of service is provided at all times
• Take over negative situations where agents cannot handle
• Ensure attendance and schedule adherence
• Regularly feedback insights gained from social media monitoring into the CET management team to help them evolve their strategies in a timely fashion
• Monitor trends in social media tools, trends and applications
• Report to line manager on operational matters that require attention
• Monitoring activities of Social Media Agents
• Monitoring comments on all social media platforms and is abreast of any issue that arises
• Ensure prompt response to queries presented via social media channels
• Provide weekly/daily report on social activities. Tweets, comments, sentiment report, etc.
• Upskill agents to ensure that the promised level of service is provided at all times
• Take over negative situations where agents cannot handle
• Ensure attendance and schedule adherence
• Regularly feedback insights gained from social media monitoring into the CET management team to help them evolve their strategies in a timely fashion
• Monitor trends in social media tools, trends and applications
• Report to line manager on operational matters that require attention
Skills & Competencies
• Demonstrates creativity in social media interactions
• Proficient in content marketing theory and application. Experience sourcing and managing content development and publishing.
• In-depth knowledge and understanding of Social Media (Facebook, Twitter, Nairaland etc.)
• In-depth knowledge and understanding of social media platforms and their respective participants (Facebook, Digg, Youtube, Twitter, Flickr etc.) and how they can be deployed in different scenarios
• Under Creative Commons License: Attribution Non-Commercial No Derivatives
• Proficient in content marketing theory and application. Experience sourcing and managing content development and publishing.
• In-depth knowledge and understanding of Social Media (Facebook, Twitter, Nairaland etc.)
• In-depth knowledge and understanding of social media platforms and their respective participants (Facebook, Digg, Youtube, Twitter, Flickr etc.) and how they can be deployed in different scenarios
• Under Creative Commons License: Attribution Non-Commercial No Derivatives
Qualifications & Experience
• University degree
• 3 years post NYSC
• 3 years post NYSC
Quality Monitoring Analyst
Job Description
The incumbent will be responsible for reviewing and auditing customer interactions. Also responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience when interacting with the Contact Center. The Quality Assurance Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations.
Duties & Responsibilities
– Analyzes/evaluate customer interactions (Emails, Voice and interactions via Social Media), to identify areas of service delivery that met and did not meet pre-established performance standards within the Contact Center.
– Conduct investigations for Customer intelligence purposes.
– Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Contact Center Leadership and Contact Center operations analysts.
– Performs mock calls with new hires post-training to determine readiness for moving into support.
– Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
– Uses Contact Center tools to gather data and analyze trends or patterns affecting quality.
– Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
– Conduct investigations for Customer intelligence purposes.
– Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Contact Center Leadership and Contact Center operations analysts.
– Performs mock calls with new hires post-training to determine readiness for moving into support.
– Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
– Uses Contact Center tools to gather data and analyze trends or patterns affecting quality.
– Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Skills & Competencies
– Problem Solving
– Verbal Communication
– Written Communication
– High level of tolerance
– Coaching Skills
– Ability to multi-task
– Ability to take initiative
– Excellent analytical skills
– Good telephone etiquette
– Customer Service
– Quality Focus
– Knowledge of Microsoft tools
– Verbal Communication
– Written Communication
– High level of tolerance
– Coaching Skills
– Ability to multi-task
– Ability to take initiative
– Excellent analytical skills
– Good telephone etiquette
– Customer Service
– Quality Focus
– Knowledge of Microsoft tools
Qualifications & Experience
– Bachelor’s degree required.
– 1 to 2 years experience in customer service.
– Experience in coaching and training individuals or groups required.
– Excellent written, verbal, analytical and communication skills.
– 1 to 2 years experience in customer service.
– Experience in coaching and training individuals or groups required.
– Excellent written, verbal, analytical and communication skills.
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