Client Service Manager
Industry: Service / Security
Location: Nairobi
Salary: Kshs
125 – 150K
Our client a top security providers in East Africa seeks to hire an
experienced, polished and aggressive Client service manager to Plan, organize,
direct, manage, and evaluate the client service departmental activities and
budget of the organization.Key Responsibilities:
- Develop, implement and manage the
organisations client service policies, procedures, standards, and
strategies.
- Comply with and maintain knowledge of
applicable rules, regulations, standards, and best practices.
- Ensure all client service activities support
and strengthen the strategic objectives of the overall organisation
- Confer with management and staff coordinating
client service activities, ensuring they are in sync with the overall
purpose of the organisation
- Develop and measure key performance indicators
to determine and improve the effectiveness of all client service
activities
- Prepare and oversee the preparation of reports
and statistics related to the client service function for senior
management
- Harness current technical skills and apply new
knowledge to management of tasks for the improvement of client service
activities, making use of the resources at hand
- Be the expert in product and service knowledge
- Analyse client service related information and
evaluate the results to choose the best resolutions and alternatives to
client service challenges, and to identify opportunities to improve
customer care overall
- Provide client service personnel with guidance
in handling difficult or complex issues or problems so they can be
resolved effectively and efficiently.
- Provide guidance on how to escalate complaints
and disputes within the organization
- Resolve clients complaints and answer clients'
questions regarding organisational policies and procedures
- Interview, select, coach, train, instruct,
manage, and appraise the performance of client service personnel and
mentor staff
- Develop and maintain a constructive and
cooperative working relationships with stakeholders
- Collaborate and communicate knowledge (e.g.,
market information, customer insights, trends, etc.) across the business
on a regular basis using a standardised format
- Communicate information to stakeholders using
appropriate communication methods
- Identify opportunities to add value beyond
problem resolution to relevant business areas (e.g., sales, marketing,
product development, etc.)
- Perform and direct day to day client service
related administrative tasks
- Manage projects e.g., complaint resolution
processes, etc.
- Ensure the help desk fulfills the companies
promise of 2 hours response, 24 hours resolution
- Ensure adhere to client visit policy
- Achieve client satisfaction index level of 95%
- Generate leads from clients – 50 per
month
- Lead the department ensuring high levels of
performance, discipline and motivation
- Develop and maintain the department’s budget
annually
- Ensure adherence and improvements to the ISO
quality assurance policy and OSHA health and safety policy
Required Qualifications, Key
Competencies Skills
- Bachelors or Masters in Management or relevant
field
- Professional management qualification, in
addition to relevant qualification
- Seven to nine years of experience in customer
care, a minimum three of which should be at Senior Management level,
preferably in the security industry
- Experience in the implementation and
management of customer care strategies, policies and process
- Working knowledge of multiple functions
including customer care, sales, marketing, business development and
innovation
- Ability to manage high performance through
people
- Accomplished analytical and decision making
skills
- Excellent verbal and written communication,
including report writing
- Workforce planning to align the needs of the
function to that of the organization as a whole in view of its customer
care needs
- Sound knowledge of business process
reengineering, project, programme and change management methodologies and
their application.
- Ability to translate company policy, direction
and strategic objectives into practical plans and action.
- Able to mentor and coach stakeholders in
achieving overall customer care goals.
- Be a positive influencer by demonstrating
ethical behavior, instilling pride, gaining respect and trust and
championing equality and diversity.
- Inspire motivation by setting a vision,
driving high standards, being optimistic about delivering goals and giving
staff a strong sense of purpose.
- Create an intellectually stimulating
environment by challenging assumptions, taking managed risks, running with
staff ideas, creatively seeking out and introducing best practice,
nurturing and developing independent thinkers committed to learning and
development.
- Effective financial planning and budget
management skills with knowledge of risk management methodology and
techniques
- Working collaboration and actively promote
partnerships, building effective relationships and resolve conflict,
developing and promoting customer focused solutions, managing conflicting
and competing priorities effectively, with resilience to keep management
performance on track during periods of uncertainty and change.
If you meet the above requirements
send your CV only, to jobs@corporatestaffing.co.ke, indicating the title
(Customer Care Manager -125k) on the subject line before 24th October, 2014
We do not charge for interviews.
Kindly indicate your last salary on
your CV.
Only shortlisted candidates will be
contacted.
