Our client, a leading online
travel company in Africa is urgently seeking to recruit Customer Service Manager.
Location: Kenya, Uganda, Tanzania and Rwanda
Primary Responsibilities:
The Client Service Manager will be responsible for:
Location: Kenya, Uganda, Tanzania and Rwanda
Primary Responsibilities:
The Client Service Manager will be responsible for:
- Operate as the
liaison / lead point of contact for any and all matters specific to
clients
- Build and
maintain strong long lasting Relationships with our clients
- Be able to
establish a full network within clients organization i.e. finance,
operations, logistics
- Work closely
with finance to ensure clients are invoiced on time and debt collection
- Handle clients’
requests in efficient, timely manner
- Maintain
communications with heads of other supporting departments.
- Develop and
implement customer service policy for our account to managers.
- Keeping
accurate records of discussions or correspondence with clients both key
and accounts handled by account management team
- Analyzing
statistics or other data to determine the levels of customer service in
our organization.
Specific Responsibilities:
- Investigating
and solving customers problems which might be complex or long standing
problems which have been passed on by account management
- Handle
escalated issues and effective response to customer requests, problems and
special needs which can extend to a global client base.
- Work closely
with head of technical and head of operations to ensure that IVM checks
are done in a timely manner and also that seal shortages are communicated
to account managers so that the same can be relayed to affected clients in
a timely manner
- Ensure that
collections are done effectively across all clients both key and minor, in
a timely manner to boost cash flow.
- Come up with a
collection incentive matrix to ensure that account managers do collections
effectively and on time.
- Develop
processes to identify customer problems and resolve them expeditiously and
efficiently.
- Come up with a
training timetable for the technical support team
- Analyze the
after training contact reports from the technical support team, to enable
us come up with a manual on common FMS issues that clients face on a day
to day.
- Resolving
issues or conflicts within client needs and contract terms by implementing
plans and demonstrating excellent customer service principles.
- Follow up on
the issues logged in the CRM to ensure that all issues raised by clients
are closed.
- Visit all the
key clients periodically communicate to them bi weekly and also monitor
through the CRM that the other accounts handled by account managers are
visited and spoken to
- Dedicate last
week of every month to visit all the stubborn clients in paying with the
respective account managers.
Any other duties within the
scope of my work as may be assigned to me from time to time.
Qualifications:
Qualifications:
- Bachelor’s
degree in Business Administration or any other related field
- Diploma in
customer service/public relations.
- Proven working
experience of at least 3 years as a customer service manager in Airline /
Travel industry / E-commerce industry
- Excellent
knowledge of management methods and techniques
- Proficiency in
English, both spoken and written.
- Working
knowledge of customer service software, databases and tools.
- Awareness of
industry’s trends and emerging issues in customer service.
- Ability to
think strategically and to lead a team.
- Strong
client-facing and communication skills.
- Advanced
troubleshooting and multi-tasking skills.
- Customer
service orientation skills.
Interested candidates who meet the requirements are invited to send their CV to ‘vacancies@jantakenya.com’ indicating the job tittle “CUSTOMER SERVICE MANAGER” on the subject line by 14th December 2016.
Kindly indicate your preferred location.