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Customer Service Manager Job in Kenya

Our Client is currently looking for a Customer Service Manager

The main role would be to provide excellent customer service and to promote this idea throughout the organisation.

Role Objectives
  • Helping to develop a customer service policy for an entire organisation
  • Managing a team of customer services staff
  • Handling face-to-face enquiries from customer
Roles and Responsibilities.
  • providing help and advice to customers
  • communicating courteously with customers by telephone, email, letter and face to face;
  • investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
  • handling customer complaints or any major incidents, such as a security issue
  • keeping accurate records of discussions or correspondence with customers;
  • analysing statistics or other data to determine the level of customer service the organisation is providing;
  • producing written information for customers
  • writing reports analysing the customer service
  • developing feedback or complaints procedures for customers to use;
  • developing customer service procedures, policies and standards for the organisation
  • meeting with other managers to discuss possible improvements to customer service;
  • being involved in staff recruitment and appraisals;
  • training staff to deliver a high standard of customer service;
  • leading or supervising a team of customer service staff;
  • learning about your organisation's products or services and keeping up to date with changes;
  • keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses
Requirement
  • Must have either telco background or manufacturing (tough fast paced environment with high risk and stress management) -
  • Must have minimum 3-4 years experience
  • Must have management or MBA or project management education
  • Must have worked and managed large teams and worked with clients and internal stakeholders and run and managed operations teams and service functions
  • Must have standard operating procedure setup and process experience and execution proven skills
  • Must have had experience in handling complex service environments with multichannel contact touch points
  • Call center experience extremely advantageous and required
  • Must have good IT knowledge and excellent people skills having worked with staff at various age groups
  • Must be flexible and dynamic and a change leader and have managed change projects in operations
  • Project management experience (general)
  • International experience advantageous
  • Must be willing to travel from time to time 
  • Must be extremely attentive to detail
  • Have experience to do analysis of performance and stats of staff, business and P&L
  • Must be able to performance manage employees, motivate and lead teams of team leaders and supervisors and integrated operations teams
If you feel you fit the above role, please send your CV only quoting the job title on the email subject to jobs@alternatedoors.co.ke

N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.


Only candidates short-listed for interview will be contacted.

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