Sun King designs, distributes, and finances solar home energy for the 1.8 billion people without reliable electricity. We are the largest solar provider for off-grid homes in Africa and Asia with over 82 million customers in more than 40 countries.
About the role:
As the Digital Sales and Operations Manager for West and Central Africa, you will be an integral bridge between our customer care and social media/website operations delivered by Sun King’s Communications Team. We are looking for a bilingual candidate who speaks fluent English and French to fill a role that will entail close partnership with country-level social media dedicated customer care teams, focusing on enhancing social media-focused customer service particularly in both our Anglophone and Francophone markets in West Africa. You will ensure these teams are adept in the latest social media technologies and techniques for addressing effectively customer queries. Your duties include establishing and enforcing standard operating procedures for social media customer care and website referrals, guaranteeing a uniform and exceptional customer service standard across all regions. Another critical requirement is ensuring that the social media customer care teams are adequately resourced and have enough capacity to handle queries and inquiries.
What you would be expected to do
- Team Guidance: Oversee and manage both English and French speaking country-level social media customer care teams, including recruitment, training, performance evaluation, and incentive structures.
- Platform Management: Administer Hootsuite for efficient customer inquiry handling, robust data insights, and seamless agent onboarding and training.
- Performance Optimization: Set, monitor, and assess weekly and monthly KPIs to evaluate sales, customer handling efficiency, and overall team performance. Align these metrics with sales targets and social media platform SLAs.
- Customer Engagement: Oversee sales-focused customer care teams, ensuring efficient customer interactions and implementing best practices for community management.
- Reporting and Evaluation: Prepare detailed weekly and monthly performance reports for each country-level team, covering key metrics such as headcount, sales, inquiries handled, and customer acquisition costs.
- Strategic Partnerships: Work closely with marketing and customer care teams to set KPI targets and influence social media customer care agent incentives, fostering a culture of high performance and customer satisfaction.
- Knowledge Transfer: Facilitate comprehensive training programs for new and existing social media customer care agents, ensuring they possess the necessary skills and expertise to excel in their roles.
- Process Improvement: Refine sales processes across markets, identifying and disseminating best practices for prospect conversion and customer acquisition.
- Technical Assistance: Ensure continuous access and assistance for agents using Hootsuite, resolving any technical issues promptly and effectively.
- Team Coordination: Supervise and assist CC social media team managers overseeing in-country call center teams, fostering teamwork and alignment within the organization.
- Cross-Functional Partnership: Coordinate with Communications, Customer Care, and Sales teams to align strategies, optimize prospect conversion, and fuel overall business growth.
- Innovation and Efficiency: Initiate innovative projects to enhance social media call center efficiency, reduce costs, and improve customer experience.
- Data-Informed Insights: Accurately track and categorize website referrals in customer interactions, leveraging data to guide choices and optimize performance.
- Quality Assurance: Oversee and implement a comprehensive written reply matrix, ensuring adherence to global community management standards and maintaining brand consistency. Ensure adherence to set processes and monitoring for system manipulation and failures.
- Talent Development: Work closely with country-level team managers to recruit and train social media customer care agents on community management best practices, fostering a skilled and motivated workforce.
You might be a strong candidate if you
- At least 2 years of experience in a similar role, operations, reporting, or sales.
- Ability to speak French is a Must.
- Demonstrated ability in producing detailed and accurate reports.
- Experience managing complex business workflows, systems, and processes.
- Proficient in cross-departmental partnership.
- Strong data assessment skills with experience with tools like Looker.
- Knowledge of social media functions is highly advantageous.
- Skilled in multicultural environments and diverse professional interactions.
- Customer service experience is beneficial.
Method of Application
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