|POSITION||Head of Customer service|
|REQUIREMENTS||Naimi.kz is a progressive IT company, based in Kazakhstan. Naimi.kz is a mobile marketplace that matches clients and professionals for household & office services. We are presented on website and mobile applications (iOS and Android) in the whole of Kazakhstan. The company was founded in February 2015. Co-founders had a digital agency and a cleaning service from which Naimi.kz grew. In 6 years, we have raised more than $2 million, and closed Round A with $1.2 million investments. Our apps constantly receive high reviews because we manage to provide wow-service to our clients: more than 10 responses for an order in 1 minute, which lead to a great 77% NPS.|
Our CEO and co-founder Yerlan Essimseitov is included in the Forbes Kazakhstan 30-under-30 list, and acts as a mentor for novice start-ups. In Kazakhstan Naimi.kz is warmly welcomed and highly recommended for both specialists and clients. In 2016 Naimi.kz took the 1st place in the category "Best Mobile Application" of the Kazakhstani national award among web developers, Award.kz. Also, our application has been included in the TOP-30 best mobile applications in Kazakhstan for 6 years in a row according to Forbes Kazakhstan. In addition, Naimi.kz was even recognized by the Kazakhstani Government. In 2019 on the Opening ceremony of a declared «Year of Youth», Naimi.kz was presented to the First President of Kazakhstan as an outstanding IT product.
In February 2021, our app crossed more than 1 million installs. We have 853 thousand clients and 363 thousand professionals in all cities of Kazakhstan. Gross merchandise volume in 2020 exceeded $23 million. In 2021 we aim to reach 2.5 million installs, and encourage more clients from regions to join Naimi.kz
In 2020 our clients have left almost 500 thousand orders (+ 132% per year) for a total amount of about 10 billion tenge. In terms of income, we grew strongly by 89% over the year:
- 400 thousand new clients (+ 98% per year)
- 155 thousand new professional (+ 84% per year)
- 500 thousand app installs (+ 72% per year)
- 111 thousand active users per month (+ 104% per year)
In 2020 when companies had to close down and sent people on leave without pay, we managed to save jobs, and even raised salaries by an average 14%. During the pandemic, we tried to take care of our colleagues as much as possible and decided to work online. We provided every employee a crown-insurance, paid for PCR tests and CT scans, and bought medicines for those who became sick.
We declared 2020 as «Year of Product» in our company: we have improved our apps, completely updated the design and still constantly improve the conversion. We believe each of our clients appreciated the work of the product team. In 2021 we are launching a large-scale advertising campaign in the regions of Kazakhstan.
As far as our scope is widening, we enlarge our team! We know that the Customer Service team is vital for the company, so to improve and develop communications with users and specialists, we are highly interested in the provision of the most detailed and professional service! We are looking forward to a Head of Customer Service, who will be leading and motivating Customer Service managers, and contribute to the Naimi.kz team.
|SALARY||400 000 tenge|
|DUTIES||What you will be doing in this role:|
• Managing CS plan and reviewing KPI
• Being highly responsible and productive with incoming problems, being able to foresee and manage risks
• Managing and coordinating Customer Service team (10-15 Customer Service managers), educating and navigating through the process
• Hiring new customer service managers and interns
• Implementing tools of best practices
• Working and coordinating business model and analytics
• Analyzing progress and creating strategies for further growth
What we expect from you:
• You have experience in customer support/service as a leading manager for more than 2 years
• You have in depth understanding and knowledge in customer service in Kazakhstan and CIS
• You have developed soft skills and great analytical skills
• You have developed great skills in verbal and written Russian, Kazakh
• You are a leader and eager to motivate your team members
What we can provide to you:
• Young and talented team
• Office located in the center of Astana left bank
• Professional growth and participation in new projects
• Participation in corporate volunteering projects
• Fresh coffee, tea, vegetable milk, fruits, snacks
• Payment for educational courses
• Limited monthly payment for service from Naimi.kz specialist
If you are interested in working in an ambitious IT company, we are more than eager to hear from you! Applications are reviewed on an ongoing basis, but we encourage you to apply ASAP!
Please send all inquiries to:
Elmira Kabiyeva, MBA
Tel +7(727)2374829 (1018), +7 701 765 53 95