Customer Service Manager at Bralirwa

We are seeking to hire a qualified, dedicated & experienced Customer Service Manager

 based in Kigali. The fitting person will be someone with the Consumer-at-the-center mindset, and ready to deliver on time and in full all tasks related to customers experience with usage of digital tools. The person should also be ready to demonstrate our organizational behaviors which are Connect, Shape, Develop and Deliver. The person will be reporting to the Customer Experience Manager.

We are seeking to hire a qualified, dedicated & experienced Customer Service Manager based in Kigali, reporting to the Customer Experience Manager.

JOB PURPOSE

Champion the customer centricity journey of Bralirwa and continuously drive a common language within the Sales organization. 

TASKS & RESPONSIBILITIES

1. Leading the call center team to deliver both the telesales and customer care objectives
2. Designing strategies to close the loop
3. Designing strategies to drive the Customer Lifetime Value
4. Gathering customer feedback and implement action plans that respond to customer needs and painpoints.
5. Developing talents in the team

QUALIFICATION AND SKILLS

• Bachelor’s in arts, Sciences, Social Sciences, Business Studies Or Accounting;
• Min. 3 years’ experience in Commercial areas (must include customer service experience)
• Must have led a team
• Advanced excel skills and PowerPoint
• End to End mind-set
• Deep experience in Customer Centricity or Customer Service

OTHER REQUIREMENTS

• Be able to work in multi-cultural, multi-national and multi-lingual organization
• Excellent and effective communication and interpersonal skills
• Time Management and Organizational Skills
• High level of commitment and working with minimal supervision
• Must be proactive, reliable and able to pay keen attention to the smallest of details

GROWING WITH BRALIRWA

At Bralirwa, there is no set career path. You will find continuous learning opportunities and colleagues who will encourage and support your growth in whatever path you choose to explore. We are a destination for curious minds and the more curious you are, the better.

Start learning new things and find out everything you can be.

WHAT WE OFFER

We’re committed to hiring diversely. Having employees from diverse backgrounds brings a wealth of perspectives and experience to our team.

We embrace Inclusion and Diversity, which means giving full and fair consideration to all applicants and continuing development for all employees regardless of age, gender, race, disability, belief and civil partnership, pregnancy, and maternity.

Not only do we offer a competitive salary, but also an additional pension scheme, an annual bonus, free lunch, 100% medical insurance, communication allowance, and enjoy a free Friday drink with colleagues. 

HOW TO APPLY

As a Diverse and Global Company, we recruit based on the principle of equal opportunity. This means that our hiring decisions are not based on race, color, religion, beliefs, etc. but our decision is purely based on your shown competencies and behaviors during the assessment process.

In case you meet the above requirement, please go to https://careers.theheinekencompany.com and search for “Customer Service Manager”. 

All applicants must apply using our online application system, CVs received via email or standard post will NOT be considered.  If you face any challenges in applying, please let us know through jobs.bralirwa@heineken.com (no applications will be accepted through this email)

The closing date for submission of applications is Friday, 14th June 2024