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Customer Services Manager Job in Kenya

A leading Kenyan Financial Institution is seeking to recruit highly competent and focused individuals for the following position:

Customer Services Manager
Reporting to the Chief Executive Officer, his/her duties will be to:

  • Develop and implement external customer service policies and procedures applicable to the effective and efficient operation of the Organization’s various Customer Service touch points.
  • Develop and implement internal customer service policies and procedures applicable to effective and efficient operations within the Organization.
  • Develop and periodically review the Organization’s Service Charter by setting Customer Service performance standards that meet the service goals of the Organization.
  • Lead The Call Centre team, the customer service teams and all staff in the deployment of excellent customer service to all members, potential members and internal and external stakeholders.
  • In close coordination with Operations, take responsibility for the provision of excellent customer service in all the Branches in compliance with Organization’s policies and procedures.
  • Continuously monitor areas for improving operational excellence through process optimization;
  • Oversee the maintenance of Ambiance standards throughout the Organization’s Branch network in adherence with the quality image that the Organization aspires to.
  • Give advice to all employees of the Organization on how to handle problems with members and other stake holders.
  • Take up and resolve all escalated customer service problems and issues, ensuring that all members receive solutions or alternatives to their problems and issues.
  • Train and coach the various Customer Service Teams in order to achieve high standards of Customer Service provision to clients.
  • Develop and deliver internal Customer Service training to all staff.
  • Monitor the Customer Service Executives and Call Centre staff performances and coach and mentor team members where appropriate.
  • Plan and organize the various Organization functions and events
  • Ensure development of all team members through performance feedback, recommending training where appropriate and coach and mentor individuals for growth.
  • Perform any other duties as may be assigned from time to time.

  • A degree in Communication, Social Sciences or other related disciplines.
  • Previous relevant work experience required
  • At least 5 years working experience with at least 2 in a supervisory capacity in Customer Service

How to Apply

Applications for the above vacancies should be received on or before 4th August 2014 through the following address:

P.O Box 49010-00100
GPO Nairobi

Please note only shortlisted candidates will be contacted.

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