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Customer Care Manager Job in Nairobi Kenya (KShs 300K)

Our client is a reputable independent data, voice and IP provider with operations in East, Central and South Africa.

They supply fibre optic, satellite and international carrier services to mobile networks, ISPs and businesses of all sizes and provide communication solutions for individuals.

Our client is looking for a young and enthusiastic professional for the position of Customer Care Manager.

This role will report directly to the Managing director.

Job Purpose: The customer service manager ensures that the needs of customers are being satisfied by providing excellent customer service and maintain high customer satisfaction levels at all times

Key Responsibilities
  • Achieving customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
  • Determining customer service requirements by maintaining contact with customers.
  • Improving customer service quality results by studying, evaluating and re-designing processes.
  • Maximizing customer operational performance by providing help desk resources and technical advice.
  • Meeting customer service financial objectives and budgeting for all service activities by forecasting financial requirements.
  • Management of the service contracts and agreements.
  • Analysing data or statistics to identify the customer service level, the organization is providing.
  • Ensure any network changes planned to be carried out are communicated to customers who will be affected at least 72hrs before the exercise
  • Conducting and interpreting customer survey feedback to help with improving customer service.
  • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service executives;
  • Training customer service staff to deliver excellent customer service and undertaking staff appraisals and recruitment.
  • Developing customer service standards, policies and procedures for the organization.
  • Developing feedback or complaints procedures for customers to use.
  • Maintaining an up-to-date list of clients’ contacts.
  • Managing departmental resources to ensure they are used effectively

Minimum Requirements
  • Bachelor’s degree in business preferably with an MBA from a recognized university.
  • CIM or any other marketing related qualification will be added advantage.
  • At least 7 years of customer service experience serving in senior managerial positions.
  • Strong experience in relationship/customer service management preferably in the Telco or ICT solutions sector.
  • Experience in developing and executing strategic plans.
  • Strong verbal, written, presentation and effective listening skills.
  • Be customer centered.

Key Skills
  • Customer service.
  • Strategy development and execution
  • Process improvement.
  • Tracking budget expenses.
  • Excellence oriented.
  • Developing standards.

Salary Budget: Kshs.300, 000 Gross

How to apply:

If you are interested in the position and have the skills and competencies our client is looking for, we would like to hear from you.

Please forward a copy of your updated resume, and your current salary and benefits package to info@dorbe-leit.co.ke (Indicating the JOB TITLE on the Subject Line) before close of business 14th March 2014.


Only successful candidates will be contacted.

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