Job Vacancy – Customer Care Manager

  Duma Works wrote this on
October 7, 2019 | No Comments

Duma Works is recruiting a Customer Care Manager for one of its clients in Nairobi, Moko Home + Living.



Moko Home + Living is a growing company bursting with innovation, creativity, and passion.  Our customers dream of a better night’s sleep, a welcoming place to host their guests, a fun and safe place for their children to play. But they tell us this isn’t easy – they have to settle for low-quality furnishings or break the bank.  Join us in building the products, the brand and the network to put quality living within everyone’s reach.  Here’s what our team has accomplished in the few years since our founding:

  •  Reached over 100,000 Kenyan homes with our products
  • Attracted global investment to continue fuelling our growth and vision
  • Supported the growth of over 200 small furniture businesses across the country
  • Grown from a start-up to a mid-sized company



Manage and grow a motivated team

  • Coordinate and manage daily and weekly activities of the team to create a high-performing team where KPIs are always met
  • Implement customer care trainings and run team meetings
  • Provide 1-on-1 coaching for all team members


Measure and achieve targets for effective customer care operations and customer happiness

  • Analyze customer feedback data and use the analyses to develop and run initiatives to improve customer happiness
  • Track performance of customer operations metrics (e.g. response time, number of outgoing calls per day), analyze data, and develop initiatives to continuously improve the target metrics
  • Track data on conversion rate, use the analysis to identify problem areas or success drivers of conversion, and implement initiatives to continuously improve conversion


Own the management and development of customer care processes

  • Identify where we need to redefine or create new customer care processes to eliminate pain-points for customers.
  • Develop and document new customer care processes, and train all relevant teammates to implement the new processes
  • Document workflows of existing customer care processes and ensure all relevant teammates have been trained
  • Continuously improve existing processes


Continuously improve systems

  • With support from senior management, define and implement new systems that will enable a better customer experience
  • Act as liaison to senior management to keep them up to date about customer care and customer experience
  • Be the point of contact and ensure smooth coordination with other teams (e.g. operations, admin) on day-to-day work or on special projects




Moko invests in building the capacity and skills within our team. Your manager will invest significant time in your career development. We provide constant, actionable feedback delivered through mentorship from the senior management team. Because of our rapid growth, we constantly have new roles opening up and opportunities in many functions. This results in fast career growth for those who are ready to take up the challenge.




  • You have management experience in sales or customer care
  • You are talented in managing people to achieve their goals
  • You have a passion for training and developing people
  • You are an analytical thinker, and you frequently make decisions based on data and quantitative analysis
  • You are an exceptional project manager and able to come up with and execute a detailed plan
  • You thrive when you are able to take initiative to solve problems and come up with more efficient ways of achieving your goals



To apply online click here or Visit

Deadline for receiving applications: Thursday, 31 October 2019


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