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Customer Service Manager in Kenya

Our client is urgently recruiting for a Customer Service Manager.

Qualifications & Experience Required for the Customer Service Job

·         Bachelors degree in business related course.
·         Minimum 5 years experience in similar capacity. Prior experience in freight industry is an added advantage.

·         Knowledge of a customer management system a must- therefore have acceptable IT skills to help develop and manage such a system.
·         The staff will report to the Managing Director and perform the stated duties below as part of a team to meet the department and organization’s targets as per the stated KPIs and to achieve our company vision as currently articulated.
·         The CS manager will have high integrity, a proven track record and exciting opportunity for advancement, and will ensure the department is appropriately staffed and running in an efficient and profitable manner, increase customer satisfaction, loyalty and retention.
·         He/she will set up a system within which the following shall be adhered to by all organization’s staff as company policy:

Customer Service Job Duties and Responsibilities

·         Efficient Communication and management of customer service standards
·         Achievement of agreed customer service levels and communicated CS targets.
·         Plan, prioritize, direct and delegate work tasks to ensure proper functioning of the department and that the functions’ activities are aligned to departmental and Company objectives
·         Monitor communication and ensure the necessary resources and tools are available for quality customer service delivery.
·         Accurate processing of customer quotations, within agreed timescales
·         Review customer complaints and track customer complaint resolution appropriately.
·         Analyse statistics or other data to determine the level of customer service our organisation is providing.
·         Identify and implement strategies to improve quality of service, productivity and profitability.
·         Issue approval on matters relating to customer service department.
·         Determines customer service requirements by maintaining contact with customers; visiting clients; conducting surveys; benchmarking best practices; and analyzing information.
·         Keep ahead of industry’s developments and apply best practices to areas of improvement.
·         Take heed of broadcast through various media i.e. emails, sms, calls, whatsapp etc. and implement the requirements of the same.
·         Learn and adopt best practices to improve performance daily.
·         Maintain a workable and acceptable succession plan for your JD (train your colleagues to handle your tasks in your absence).
·         Any other related duty assigned.
Anticipated start date: Immediately
Duty station: Nairobi.
Salary: Commensurate with experience & qualifications.
How to Apply
Only applications with similar experience shall be contacted.
Please specify, job title & previous/current gross pay salary on subject line.
Kindly email cover letter & updated resume (word document format) to:
Use this format please on subject line: Customer Service Manager, previous/current gross pay (XXXXXX insert salary).
NOTE: Consider unsuccessful if not contacted within 7 days.

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