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Customer Service Manager Job in Nairobi Kenya (KShs 150K - 180K)

Vacancy: Customer Service Manager
Industry: Security Services
Location: Nairobi
Salary: KShs 150 – 180K

Our client one of the leading Security Solutions provider for a wide host of clients in diverse industries offering manned guarding, K-9 guarding, investigations, VIP protection and Cash-in-transit. 

They seek to hire a Customer service manager to plan, organize, direct, manage, evaluate, and be responsible for customer care activities, budget, policies and procedures of the organization department.
Job Purpose: Contribute to the organization’s customer care strategy, and ensure the implementation, encourage an environment of building internal and external relationships with colleagues and customers that will ensure the customer receives the best possible the care, lead the function in harnessing a team that is co-operative, focused and dynamic, nurturing a culture of oneness that encourages cross-functional support and be supportive of the functions development needs either through management of resources or training.

Key Responsibilities
  • Plan, organize, direct, manage, and evaluate the customer care activities and budget of the organization.
  • Develop, implement and manage the organisations customer care policies, procedures, standards, and strategies.
  • Comply with and maintain knowledge of applicable rules, regulations, standards, and best practices.
  • Ensure all customer care activities support and strengthen the strategic objectives of the overall organisation
  • Confer with management and staff coordinating customer care 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 customer care activities
  • Prepare and oversee the preparation of reports and statistics related to the customer care function for senior management
  • Harness current technical skills and apply new knowledge to management of tasks for the improvement of customer care activities, making use of the resources at hand
  • Be the expert in product and service knowledge
  • Analyse customer care related information and evaluate the results to choose the best resolutions and alternatives to customer care challenges, and to identify opportunities to improve customer care overall
  • Provide customer care 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 customer complaints and answer customers' questions regarding organisational policies and procedures
  • Interview, select, coach, train, instruct, manage, and appraise the performance of customer care 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 customer care related administrative tasks projects e.g., complaint resolution processes, etc.
Dimensions and KPIs    
Corporate success factors:
  • Deliver quality service, every day, every time
  • Leading provider of innovative technology based security solutions
  • Adherence to a robust revenue collection policy
  • Continuous improvement of processes, procedures and service delivery
  • Value adding talent management and succession planning model
Customer care:
  • Ensure the help desk fulfills the Securex promise of 2 hours response, 24 hours resolution
  • Ensure adhere to client visit policy
  • Achieve customer 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 (Targets TBC)
Key Competencies / Skills
  • learning and  Effective financial planning and budget management skills with knowledge of risk management methodology and techniques
  • 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 development
  • Adjust management behavior dependent on staff member, mentoring and coaching, being supportive and empathetic, challenging, providing feedback, and utilizing appropriate rewards and recognition
  • Working in 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.
Required Qualifications / Experience
  • Bachelors and 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
If you are up to the challenge, posses the necessary qualification and experience, please send your CV only quoting the job title on the email subject (Customer Service Manager 200K gross plus benefits) to

Kindly indicate previous/ current salary on your CV

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Only candidates short-listed for interview will be contacted.

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