Position: Customer Service Manager
Nature of Job: Full time
Location: Nairobi
Our client, a leading microfinance company, is looking for a qualified Customer Service Manager who will responsible for directing the delivery of administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction.
Roles and Responsibilities
Our client, a leading microfinance company, is looking for a qualified Customer Service Manager who will responsible for directing the delivery of administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction.
Roles and Responsibilities
- Plan, organize,
direct, manage and evaluate the customer service activities and budget of
an organization.
- Develop,
implement and manage the organizations customer service policies,
procedures, standards, and strategies.
- Comply with and
maintain knowledge of applicable rules, regulations, standards, and best
practices.
- Set margins and
sales targets and evaluate the performance of sales promotions.
- Evaluate the
quality of completed work and services.
- Ensure all
customer service activities support and strengthen the strategic
objectives of the overall organization.
- Improve the
effectiveness of all customer service activities and apply new knowledge
to management tasks for the improvement of customer service activities.
- Prepare or
oversee the preparation of reports and statistics related to the customer
service function for upper management.
- Interview,
select, coach, train, instruct, manage, and appraise the performance of
associated customer service personnel and mentor the select staff
- Analyze
customer service related information and evaluate the results to choose
the best resolutions and alternatives to customer service challenges, and
to identify opportunities to improve customer service.
- Provide
customer service personnel with guidance in handling difficult or complex
issues or problems so they can be resolved effectively and efficiently.
- Resolve
customer complaints and answer customers' questions regarding
organizational policies and procedures and provide guidance on how to
escalate complaints / disputes within the organization.
- Develop and
maintain constructive and cooperative working relationships with stakeholders.
- Collaborate and
communicate knowledge (e.g., market information, customer insights,
trends, etc.) across the business.
- 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.)
- Develop and
measure key performance indicators to determine and improve customer
service experience, create engaged customers and facilitate organic
growth.
- Take ownership
of customer issues and follow problems through to resolution.
- Keep accurate
records and document customer service actions and discussions.
- Adhere to and
manage the approved budget.
- Maintain an
orderly workflow according to priorities.
Job Specification:
Academic Qualifications:
- Bachelor’s
degree in Business Administration or related field
Professional Qualifications
- Relevant
certification will be an advantage
Level of Experience
- Proven working
experience in a similar role.
- Experience in
providing customer service support.
- Excellent
knowledge of management methods and techniques.
- Working
knowledge of customer service software, databases and tools.
- Awareness of
industry’s latest trends.
Competencies
- Proficiency in
English
- Ability to
think strategically and to lead.
- Strong
client-facing and communication skills.
- Advanced
troubleshooting and multi-tasking skills.
- Customer
service orientation.
- Excellent
interpersonal skills, negotiation skills and conflict resolution skills.
How to Apply
If qualified send CV to
recruitment@bollard.co.ke by 9th December, 2016
Only the shortlisted candidates will be contacted.
Only the shortlisted candidates will be contacted.