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
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.