Job Requirements
Title Customer Support Manager
Role Streamline Customer Support by partnering with internal stakeholders to improve processes, reduce
Category Customer Services
Location Douala
Company cameroonjobs, Vacancies [ - - ] ( Posted on 05/14/2018, 07:52:11 PM)
Experience 2 to 5 Years
Educational Qualification Bachelor's Degree
Skills Experience
Salary - -
Career Level Manager
Job Type Permanent
Job Status Full Time
GoZem will soon launch its on-demand moto-taxi service in Douala, Cameroon, and we are now looking for a highly motivated individual to help drive world-class customer support implement our customer service strategy. If you love setting a vision, solving problems, and diving deep into details, this may be the opportunity you’ve been looking for.
The Customer Support Manager role at GoZem is a unique opportunity to have a direct and significant impact at the earliest stages of a tech startup in Francophone West Africa. As a key member of the team, you will provide customer support leadership that establishes trust for our community of users (passengers) and service providers (moto-taxi drivers) in order to strengthen rider driver engagement and retention. This data-driven role calls for a rare combination of problem-solving skills, strong interpersonal ability/people skills, and detailed organizational and process improvement skills.
What You’ll Do
Work closely with the Managing Director, Business Development Manager, and other senior staff to help define and execute GoZem’s customer support strategy
Streamline Customer Support by partnering with internal stakeholders to improve processes, reduce or eliminate unnecessary support contacts and fully resolve rider and driver issues, while empowering future self-resolution
Own rider and driver partner experiences by identifying and eliminating issues that detract from users’ experience with GoZem
Develop our Customer Support performance metrics and help drive our growth by deep-diving into the numbers, performing analyses, providing insights and drawing actionable recommendations that reduce the need for users to contact support and/or increase the quality and timeliness of our customer support
Be a Subject-Matter Expert (SME) on GoZem's processes and policies
Identify operational and structural weaknesses and help improve existing or develop new processes
Champion user needs and build/maintain internal communication structures to ensure that insights from Customer Support activities inform broader strategic initiatives and support the overall company (including Driver Operations and Marketing/Customer Acquisition) in decision-making
Be a face to the business and manage the voice brand of GoZem through interactions with various stakeholders
Actively reinforce the cultural tone of GoZem internally and externally in Cameroon

Interested candidates should apply via the website,
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