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.
Qualifications
- 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:
DN.A/1695
P.O Box
49010-00100
GPO Nairobi
Please note
only shortlisted candidates will be contacted.
