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Customer Service Manager Job Vacancy in Kenya

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. 

They shall be responsible for customer loyalty and ensuring we achieve equity goals from each customer.  

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, with the subject being the Role you are applying for. 

Only shortlisted candidates will be contacted.

Submission Deadline is 30th December 2015

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