Consolidated Bank seeks recruit competent and
highly motivated individuals for the following position:
Customer Service Manager
Reporting to the Head of Marketing & Customer Service, the successful candidate will be responsible for effectively managing the customer service function and supporting the corporate objective of achieving high levels of customer value and retention.
Core Duties & Responsibilities
Customer Service Manager
Reporting to the Head of Marketing & Customer Service, the successful candidate will be responsible for effectively managing the customer service function and supporting the corporate objective of achieving high levels of customer value and retention.
Core Duties & Responsibilities
- Ensure
best in class customer experience and support, as well as provide product
and services expertise to maximize customer value.
- Be
the bridge that drives communication between business development and
operations towards the common goal of high levels of service to the
customer.
- Establish,
prioritize and manage the efficient flow of information necessary to
ensure on time delivery of customer inquiries and maintain a high degree
of collaboration and teamwork
- Improves
customer service quality results by studying, evaluating, and re-designing
processes; establishing and communicating service metrics; monitoring and
analyzing results; implementing changes.
- Work
closely with other departments to understand business requirements and
collaborate on solutions that will result in continuous process
improvements to simplify and streamline customer service functions
- Ensure
that customer requests are investigated, followed-up, and that they
receive the correct response within the prescribed service level.
- Manage
and guide the operations of the customer service and call centre teams in
order to efficiently respond to queries and complaints within satisfaction
and delivery targets
Minimum Qualifications and Experience
- Bachelor’s
degree in relevant field. Professional customer service, marketing and/or
sales qualification such as CIM, MSK
- Five
years experience in sales, customer service or marketing role in the
banking industry or other service oriented organisation.
- Must
be organised, analytical and take the concept of client confidentiality
very seriously
- Must
have strong attention to detail and ability to make sound business
decisions in a timely fashion
- Excellent
verbal and written communication skills with the ability to communicate at
all levels internally and externally
Interested and suitably qualified individuals
should forward their applications, enclosing copies of their academic and
professional certificates, detailed CV indicating work experience, daytime
contacts and addresses of 3 professionally relevant referees to reach the
undersigned by Friday, 16th September 2011.
Only short listed candidates will be contacted.
The Head of Human Resources
Consolidated Bank of Kenya Ltd
P.O. Box 51133 - 00200
Nairobi Only short listed candidates will be contacted.
The Head of Human Resources
Consolidated Bank of Kenya Ltd
P.O. Box 51133 - 00200
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