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Customer Service Manager Job in Kenya

Customer Service Manager
PACIS Insurance Company Limited was incorporated in Kenya in October 2004 and is an initiative of the Catholic Church, with a vision to be the icon of reliability and trustworthiness.
In pursuit of our strategic plan we are seeking to recruit a Customer Service Manager
To ensure that the needs of our customers are being satisfied. Your aim is to provide excellent Customer Service/ Experience and to promote this idea throughout the organization, manage Customer service teams and deliver Customer driven targets.

Roles

·         Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.
·         Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
·         Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
·         Improves customer service quality results by evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
·         Providing help and advice to customers using our organization’s products or services
·         Communicating courteously with customers by telephone, email, letter and face-to-face
·         Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants
·         Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
·         Issuing refunds or compensation to customers
·         Keeping accurate records of discussions or correspondence with customers
·         Analyzing statistics or other data to determine the level of customer service your organization is providing
·         Developing feedback or complaints procedures for customers to use
·         Training staff to deliver a high standard of customer service
·         Leading or supervising a team of customer service staff

Requirements

·         A Bachelor Degree in business related filed from a recognized institution
·         Diploma in Customer Service
·         3 years’ experience in Customer management field
Skills
·         Strong Customer Service management skills;
·         Excellence emphasis
·         Technical acumen;
·         Problem-solving and decision-making abilities;
·         Analytical skills and a good eye for detail;
·         The ability to cope under pressure;
·         Planning and organization skills;
·         Good communication and presentation skills;
·         Numerical skills and the ability to evaluate costs;
·         The ability to understand broad business issues.
·         Strong interpersonal skills;
How to Apply
If you believe you have what it takes to deliver, please send us your detailed CV indicating your preferred area of operation by 24 July 2017 to the following email address; hr@paciskenya.com
Only shortlisted candidates will be contacted.

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