Customer Experience Manager - Service Center at Irembo

Irembo is a technology company that designs and develops digital products to ease the accessibility of services in users’ everyday lives worldwide, starting with Rwanda. Our pioneer product, IremboGov, has enabled Rwandan citizens and foreigners to access over 100 public services online through a one-stop-shop platform. To date, we have made over 20M+ transactions through our platforms. We have ambitious goals to scale our technology worldwide to enable more governments and institutions to serve their citizens better. More information is available on irembo.com.

About You and the Role 

A Customer Experience Manager - Service Center  is responsible for setting and maintaining high standards for Irembo service center operations. This includes managing staff and franchisee performance, monitoring the efficiency of service operations, and ensuring that customers receive the highest level of satisfaction.

What will you do:

• Develop and implement the Irembo Service Center strategy model.
• Work closely with the service distribution team to identify opportunities and develop service center solutions.
• Recruit, qualify, interview, hire, train, and develop service center personnel.
• Effectively manage a team by providing leadership, motivation, and inspiration to ensure they deliver on their objectives effectively, efficiently, and in line with the strategic vision.
• Ensure that service center premises are managed well, protected, and maintained.
• Maintain excellent communication with external and internal customers.
• Inspect and measure service center performance to identify opportunities or problem areas and develop solutions.
• Build relationships with different institutions and service centers.
• Effectively handle special assignments as directed.

You will be a good fit if:

• Bachelor's degree in business administration, management, or a related field
• 3+ years of experience in a service center management role
• Strong leadership, strategy, and motivational skills
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Ability to analyze data and identify trends.
• Ability to develop and implement strategies and solutions.
• Strong creative thinking and problem-solving skills.
• The ability to work under pressure and handle stress.Extremely detail-oriented / ability to recall information quickly and effectively prioritize workflow.
• High ethics and confidentiality standards to handle sensitive information when dealing with different user data.

Benefits and Compensation

Employee savings plan

• A voluntary saving scheme plan where the company matches your savings up to 5% of your Net salary.

Mental health support

• Access to mental health support and therapy sessions with licensed therapists through a renowned mental wellness platform.

Medical insurance

• Medical cover for you and your family that includes access to dental care, ophthalmology services, maternity, chronic diseases, congenital malformation, and more, in Rwanda, Uganda, Kenya, and India. Note that, as required by the law, a 10% co-pay is required from the employee on outpatient services only.

Learning and development (L&D)

• We encourage self-driven professionals who want to learn and grow their knowledge and experience. A budget is allocated to you to access your professional development opportunities.

Other benefits

• Breakfast, lunch, and beverages (tea, coffee) at work
• Annual fitness membership at pre-selected good-quality facilities across Kigali.
• Interest-free salary advances 
• Annual paid leave - 21 days
• Annual performance bonus based on performance and company profitability
• 13th cheque equal to your net salary paid in December based on the joining date
• Hybrid work Policy and flexible hours

Please note that the salary for this position is commensurate with experience and qualifications, and will be discussed during the interview process.

Location

• Nyarutarama, Kigali, Rwanda

Application Deadline

• November 21, 2023

We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. We're on a mission to change our continent through technology and are committed to a diverse and inclusive workplace and strongly encourage applicants from all backgrounds, nationalities, and walks of life.

Our head office is based in Kigali, Rwanda.