Customer Solutions Manager

DawaSwift is the leading mobile technology and data science company that delivers medicine from local pharmacies to patients' homes through a tight network of local drivers/riders and also gives small medical loans to patients on its mobile app. With headquarters on the internet and office presence in Toronto and Montreal (Canada) and Nairobi (Kenya), DawaSwift is creating the world's widest network of local pharmacies to serve local patients through an AI powered web platform that also connects them with local drivers to facilitate deliveries of medical products in real-time.

Job Overview
You will be responsible for working with our team to provide world-class, around-the-clock customer service to delight our rapidly expanding customer base. You will be accountable for the Customer Service team hitting aggressive response time and quality goals across multiple channels. 

Manage team scheduling, capacity planning, hiring, and onboarding
Support the Customer Service team in conducting regular performance reviews and team trainings
Research and pilot new channels, automation and best-in-class customer service practices
Serve as first point of escalation for system issues; support Product and Engineering teams in product issue diagnosis and reporting
Set ambitious goals, closely monitor team KPIs and make recommendations on hiring and process improvements
Maintain team documentation and collaborate with other division leads on continuous improvement of team processes

BSc in any field
3 years + managing a large customer service operation for technology-oriented company
Medium to Advanced Excel Skills
SQL skills is an added advantage
Relevant experience with customer service productivity tools and reporting
Deep understanding of successful process implementation and improvement
Clear understanding of QA process implementation and measurement
Passionate with relevant skill in international customer service best practices
Strong team management skills
Highly entrepreneurial and comfortable with ambiguity and taking initiative
Excellent collaborator and team player across teams and cultures

Benefits of Joining
You’ll be working in an entrepreneurial and fast-paced fun environment with an amazing team
You will have access to health insurance, pension and weekly meals 

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North Building, 175 Bloor St E, Toronto, Ontario M4W 3R8, Canada.

+1 (514) 638-9364

16 Upper Hill, Nairobi, Nairobi 00100, Kenya.


© 2019 DawaSwift