Customer Service/ Operations Lead

  • Full Time
  • Lilongwe
  • Applications have closed

Website VITALITEZambia VITALITE

Quality Made Affordable

JOB DESCRIPTION

VITALITE Group is a Malawi registered company founded in 2019. VITALITE was created to increase rural electrification and combat the poverty tax affecting low-income, energy-poor households across Malawi. Our stated mission is to make quality products and services accessible and affordable to all Malawian households. VITALITE Malawi prides itself as one of the leaders in pay-as-you-go (PAYGO) platforms and the best service and distribution company that benefits the larger bracket of Malawian people.

VITALITE Malawi seeks the capabilities of a Customer Service/ Operations Lead. The position will be a key component of the team and will quickly join our leadership group that shapes country wide strategy and tactics.

As the Customer Service/ Operations Lead, you will be responsible for answering product and service related questions, trouble-shooting and ensuring effective and consistent customer service. Additionally, you will ensure coordination and execution of existing and new policies, procedures, and trials with the Malawi team. By overseeing these functions, you will allow service and operations to be running like a well-oiled machine, where team members feel supported and empowered. You will have the opportunity to improve our ability to provide our clients with world-class service. This is a unique opportunity for someone who shares our passion for improving Malawi lives through sustainable household solutions on a regional team with significant input on country wide strategy.

RESPONSIBILITIES INCLUDE:

Strategy and Relationship Building

  • Coordinate extensively to scale operations with marketing and sales departments and other stakeholders.
  • Oversee major processes and ensure accurate and timely execution of critical team tasks, together with the General Manager, Marketing and Sales Lead.
  • Contract data entry and quality control
  • Distribution schedule data entry and quality control
  • Repayment and revenue data entry and quality control
  • Client blacklisting and repayment rollovers
  • Cross-departmental trackers and reports
  • Set short-term and seasonal goals for your team and the Business Operations department, with support from Systems Lead, developing a comprehensive seasonal calendar.
  • Assist in conducting routine database and reconciliation audits with the sales team, ensuring our database is a true reflection of reality, and providing a key control to the Business Operations and Field Operations teams.
  • Develop a keen understanding of VITALITE Group’s overall operations and how Business Operations’ activities can be executed and planned strategically, effectively, and efficiently
  • Handle outgoing calls which include: Penalty day reminders, new product/ marketing and customer information check-up.
  • Handle all incoming calls which include: enquiries, requests & complaints.

Management

  • Develop and grow your team, ensuring they are reaching their potential and meeting Vitalite Group’s best management practices.
  • Ensure our program meets global client protection standards, through both proactive and reactive processes. You will also collaborate closely across departments with our Field Operations, Logistics, and Marketing teams to promote client protection.
  • Evaluate your department’s performance through key performance indicators, ensuring we find opportunities for improvements and meeting our yearly strategic goals.

CAREER GROWTH AND DEVELOPMENT

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

QUALIFICATIONS

Candidates who fit the following criteria are strongly encouraged to apply:

  • 2+ years of experience in Sales/Mobile Money/Customer care. Experience should demonstrate ability to function in a demanding professional environment (fast-paced, data-drive), preferably in positions where frequent cross-department communication was required.
  • Exceptional, all-round communication skills and good voice projection.
  • Motivated, Enthusiastic, patient with customers and good telephone etiquette.
  • Strong knowledge of search, email, digital ads, and social media best practices
  • Strong computer skills, particularly in Microsoft Office (Word, Powerpoint, Excel) and google applications (Google Docs, Calendar, and Gmail).
  • Strong detail orientation and an ability to manage projects with creative teams
  • Professional and proactive attitude.
  • Prior experience in a marketing role in a Southern African organization or agency preferred
  • Ability to communicate effectively in English and Chichewa. Two additional local languages a plus.
  • Experience working in a customer focused environment.
  • Diploma/ Degree in related field required.
  • Grade 12 certificate (with good Mathematics and English results)
  • Good team player.

ADDITIONAL REQUIREMENTS

· Driving license (Class B) will be an added advantage.
· Willing to travel in-country.
· Social media experience.

HOW TO APPLY

Please send your full application to careers@vitalitegroup.com

Indicate how you heard about us and include the role you are applying for in the subject line.

Application will include:

    300 word essay, responding to the question, “Why is customer care important to a business?”
    CV
    Two references (previous employers)
    Copy of academic certificates