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Customer Service Manager Job in Kenya

Position: Customer Service Manager

Reporting to:  Senior Service Manager

Range: R2L

Department: Customer Care

Role Purpose: He/she manages and renders post-implementation support to priority Corporate Customer on the assigned portfolios of top 500.

This is a managerial level job requiring a high degree of initiative and skills in 2nd level customer service support. The holder of this job should have strong analytical and communications skills, dynamic and innovative to proactively manage the corporate customer expectations.

The job holder will liaise closely with Corporate Customer Care, Finance department, ITN and Technical teams to ensure timely and effective resolution of customer complains in addition to managing Service Level Agreement (SLAs) and relationship building to ensure high customer satisfaction levels by corporate customers.

Key Duties and Responsibilities

In Corporate Client Retention customer service management is involved in:
  • Developing  strong relationships with customers to maintain ongoing revenue stream;
  • Monitoring of SLAs for designated Customers:  Including Service Availability, Incident Management, Change Requests. Coordinate with Service Management Centre teams to deliver services to accounts under management; and also coordinate with relevant technical teams.
  • Service Improvement Programs: This includes proactively identifying problems & post-mortem reporting and Capacity recommendations.
  • Needs Assessment: Maintaining continuous proactive dialogue with clients to ensure that their needs are being met; Understanding the nature of the customer’s business so as to appreciate the customers evolving needs to ensure that services subscribed to meet their expectations as well as identifying growth opportunities and up-selling and cross – selling potential within existing client base;
  • Monthly Customer Service Reviews and Reports: Providing professional & timely Monthly Customer Reports for extended support where required and as agreed.
  • Analyzing Customer Capacity Reports: Analyzing customer requirements and providing capacity recommendations (upgrades/downgrades).
  • Customer Operations Guide: Develop, share and review the Customer Operations Guide (COG) with all parties concerned.

In Service Support Customer Service Management will discharge the following functions:
  • Service Performance and Improvement: Review on a regular (preferably on a monthly) basis Service Performance and develop programs to proactively address any performance issues and track actions required to resolve recurring incidents and optimize service.
  • Service Support and maintenance: Liaise with Corporate Customer Care to obtain fault history of Persistent and/recurrent corporate Customer Problems with a view to understanding the root causes and addressing the underlying issues.
  • Customer Visits and Meetings: Arrange and attend regular Customer meetings (preferably on a monthly basis)  to review the Monthly Customer Reports and Service Improvement Programs
  • Planned/un-planned maintenance: Coordinate with relevant stakeholders in TKL to identify and communicate all planned/scheduled and un-planned/emergency maintenance work to the affected customers and relevant stakeholders both internally and externally to minimize disruption and  and/or degradation of the quality of service.
  • Managing Change Requests; Manage customer-change request   in accordance with the company’s change management process.
  • Accounts Reconciliation: Identify and follow-up/handle accounts reconciliation cases for managed customers to ensure prompt closure. Within stipulated SLA.

Academic/ Professional Qualifications
  • 1st degree in a management and/or technical discipline and/or an acceptable diploma with experience.
  • Holders of degrees in Business Management, Telecommunications Engineering, Electronics or an acceptable equivalent qualification from a recognized institution will be given preference.
  • A master’s degree in Business Management and/or a diploma in a relevant technical field from a recognized institution will give an added advantage.

Key Competencies:
  • Ability to partner and use network
  • Attention to detail
  • Market validation
  • Commitment to customer
  • Knowledge of customer application and behaviors
  • Ability to work as a part of a team
  • Leadership and team building

This position is opened to Kenyan citizens only.

If you fit the required profile, please apply highlighting how your qualifications, experience and career aspirations match the requirements for this position.

Application should be sent by latest 15th July 2014, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.

Only shortlisted candidates will be contacted.

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