<div><strong>Location</strong>: Antananarivo, Madagascar.<br /><br /><strong>About the role</strong></div><div>The Customer Service Manager, Madagascar will steer the call center service team with a customer centric vision in placing our customers first to ensure that the Sun King customer satisfaction operational excellence is in line with industry standards. They will be in charge of managing performance KPIs of the service teams with regular team engagements on welfare checks, continuous improvements, coaching and mentoring in a bid to continually build capacity. Stakeholder engagement on joint drive in line with business goals and customer centricity.</div> <h2> What you will be expected to do </h2> <ul><li>Manage service function operations while focusing on enhancing a customer-centric culture across the business.</li><li>Steer and motivate the workforce, building a top-performing operational team and instilling a culture of accountability, results, and flexibility to meet or exceed customer expectations.</li><li>Enable managers to guide teams effectively, fostering team work within a merit-based network.</li><li>Evaluate and optimize the workforce to ensure the right capacity and skills mapping within the call center structure, delivering best-in-class assistance across all service lines and products.</li><li>Ensure clients are served within required timelines by developing and reviewing processes and policies to enhance customer satisfaction.</li><li>Ensure efficiency in case management and resolution of customer escalations within endorsed SLAs.</li><li>Continuously document recommendations and drive implementation to guarantee improved performance.</li><li>Proactively develop and implement systems and projects that ease customer access to products and services, assisted by monitoring, tracking, and reporting on the viability of resources, systems, and remote functions.</li><li>Ensure timely billing and vendor management of call center operational costs while driving cost-optimization initiatives. Work with with Telcos to provide services required for remote working.</li><li>Continuously review outgoing customer communications for approval before release.</li><li>Steer the customer onboarding team towards sustained success in customer satisfaction and experience.</li><li>Evaluate customer trends and performance data to make informed choices about operational and procedural changes.</li><li>Strategically drive team engagement to promote inclusion and ensure productivity with fully remote teams through periodic feedback loops.</li><li>Partner with other company functions to define and implement successful programs and oversee call center growth.</li><li>Manage staff disciplinary issues where coaching and training have failed to improve performance, ensuring sufficient documentation for key stakeholders.</li><li>Ensure daily, weekly, and monthly reporting on service campaign performance against stipulated metrics.</li><li>Document all absences and ensure records are updated on available systems and trackers.</li><li>Develop a tracking system to establish and identify noticeable trends.</li><li>Maintain accountability across team members and managers, involving HR for disciplinary actions where applicable.</li><li>Maintain proper control of shrinkage, ensuring both planned and unplanned shrinkage do not exceed 35% of total headcount for each team/function.</li><li>Ensure smooth workflows for remote work, including timely follow-up and resolution of issues, and implement hybrid work where applicable.</li><li>Manage and evaluate performance appraisals for Madagascar customer engagement functions, including quarterly performance reviews.</li><li>Maintain hourly, daily, weekly, and monthly performance tracking with a strict follow-up system.</li></ul> <h2> What Sun king offers </h2> <ul><li>Professional growth in a dynamic, rapidly expanding, high-social-impact industry</li><li>An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.</li><li>A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.</li><li>Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.</li></ul><div><strong>We place great importance on sustaining a diverse, inclusive work environment. </strong></div><div>We believe that innovation and understanding comes from diversity on every spectrum.  We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.</div><div><br /></div><div>Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results.  We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.</div><div><br /></div>

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