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Customer Service Jobs in Nairobi Kenya

Position: Team Leader – Customer Service
Nature of Job: Full Time
Industry: BPO - Call Centre
Location: Nairobi
No. of Vacancies: 2

Job Objective:
 Responsible for the day to day management of a team of customer service Executives within a call centre’s customer services, dealing with enquiries to agreed performance standards.

Duties and Responsibilities:

  • Responsible for the management, organisation and co-ordination of the day to day work of a team of customer service executives in a call centre to deliver the highest standards of services to customers.
  • Ensure the call centre is adequately resourced by liaising with relevant staff and planning resources effectively.
  • Ensure that customer enquiries are dealt with in accordance with the performance and service standards and personally deal with more complex enquiries, including complaints
  • Maintain effective relationships with clients and colleagues, to ensure effective delivery of customer services.
  • Undertake customer surveys, consultation, exit surveys and elicit feedback on services in order to improve service delivery.
  • Challenge current methods of service delivery and identify, recommend and implement improvements.
  • Keep up to date with call services centre best practice to improve customer satisfaction and reduce costs.
  • Prepare and present reports and management information relating to performance, budgets and any other aspect of the team’s work.
  • Ensure that customer service executives achieve the required performance targets and standards in accordance with the business plan.
  • Monitor and report progress and performance, provide feedback and take appropriate corrective action. Ensure that personal targets and deadlines are met.
  • Motivate, develop, coach, train, induct and formally appraise customer service executives to set performance standards, recognize achievement and deal with performance issues
  • Any other duty as may be stated from time to time
Skills and Competencies:
  • Evidence of a clear understanding of all aspects of customer services and able to demonstrate commitment to continuous improvement.
  • A broad understanding and knowledge of  a call centre
  • Able to listen carefully, and assimilate information quickly.
  • An ability to implement creative and imaginative approaches and identify new options for service development.
  • Able to lead, motivate and develop the team, give clear instructions and feedback in order to improve performance.
  • Able to seek out and disseminate best practice in order to effectively deal with diverse, complex and highly sensitive situations.
  • Able to utilise information and communications technology and maintain up to date information and retrieve information quickly and accurately to help customers.
Education / Experience:
  • Bachelor's degree or equivalent with experience in related industry
  • Minimum 2 years of experience as Customer Care Team Leader in a busy call center

Note: Qualified candidates should send their CV’s quoting relevant skills and experience to 

Only shortlisted candidates will be contacted.

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