Customer Service Manager
Reporting to COO
Job Purpose: To ensure that the organization delivers defined
stakeholder’s experience.
The customer service manager shall be
responsible for the existing installed customer base.
As such they are responsible for;
- Revenues of after sales services and commodity
purchases from existing customer.
- Technical after sales support and maintenance,
both service level agreements and adhoc services.
- Managing relationships with existing
customers, receiving and managing feedback as well as assuring customer
satisfaction.
Job Description
- Building Commodity and service revenues from
the existing customers. Responsible for revenue targets & growth of
recurrent services and commodity sales
- Managing all service level agreements and
ensuring we keep by the terms of reference in each case. Ensuring SLA’s
are profitable and are renewed on time
- Managing break and fix adhoc support services
and ensuring these services are profitable
- Ensuring existing customers remain engaged
with us by constant communication and other relationship management
strategies
- Managing the customer feedback system.
Resolving customer problems and assuring customer satisfaction
- Analyzing statistics or other data to
determine the level of customer service your organization is providing and
working on targeted improvements
- Improving customer service procedures,
policies and standards for the organization
- Leading, Supervising, recruitment and
appraisals of the customer service department staffers
- Training other members of staff to deliver a
high standard of customer service;
- Keeping ahead of developments in customer
service by reading relevant journals, going to meetings and attending
courses.
Job Specifications
- BBA, BCOM Marketing or Public Relations, or
other relevant Bachelor’s degree
- DIP Management
- CCNA or Cisco Sales Certification will be an
added advantage
- Minimum 5 YEARS Experience in customer service
an IT related or Busy service organization
How to Apply
Send CV and application letter to
recruit@talinda.net, with the subject being the Role you are applying
for.
Only shortlisted candidates will be
contacted.
Submission Deadline is 30th December
2015
