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Head of Customer Service Job in Kenya

Position: Head of Customer Service 

Company Profile
: Our client is the number leader of E commerce in Africa. They propose a wide selection of goods including electronics, shoes, apparel, home accessories and many more, delivered right to your doorstep.

Job Profile / Purpose: The Head of Customer Service will be responsible for driving all activities related to Customer Relationship.
Key Duties and Responsibilities: 
  • Manage a team of Customer Service agents
  • Ensure quality and consistency of customer relations
  • Report to Managing Director on Customer Service KPIs.
  • Assist Selling processes for our customers and generate additional Sales
  • Coordinate information to customers browsing our websites during store discovery, order and checkout. Including after sales support.
  • Perform phone conversation with customers to answer their questions, provide information and advise them.
  • Handle special requests and complaints of customers
  • Collect and store useful data within our backend system
  • Ensure follow up through emails, phone or any required means.
Desired Skills and Qualifications
  • Should have at least 2 years experience in a similar role.
  • A qualification in Customer Service
  • Excellent computer skills

If interested, send your CV and application letter to recruitkenya@kimberly-ryan.net indicating the job position on the job title.

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