Job Title: Customer Service Manager
Hiring Organization: Gardaworld
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Security
Job Type: Full Time
Salary: KES
Date Posted: 05/28/2024
Job
summary
The
Customer Service Manager, reports to the Head of Business Development and is
tasked with a leadership/supervisory role of steering the Customer services
teams in the Country towards achieving individual sales targets, and retaining
and maintaining existing and new client base, (minimizing terminations) through
the Sales teams with support from the operations Management teams, and
implementing strategies on penetrating and conversion of sales in new markets
in Malawi for the business unit profitability and growth.
Key responsibilities
Ensure
Customer service excellency for business development/growth/increased profits
by acquiring new businesses through the sales teams, in line with the agreed
monthly, quarterly and annual sales targets.
Retain
and manage existing and new clients through the Customer service teams,
supported by departmental managers.
Lead
Customer Services teams in the country offices by supervising them on a daily
basis by checking the daily/weekly and monthly activity levels for target
achievements.
Assist in
recruiting, Developing, Coaching, Training and Support the Customer Services
and Sales teams in conjunction with the related bodies/departments.
Drive
deeper product and service penetration in existing customers through the
Customer Services and sales teams.
Create
and manage a customer value plan for existing customers highlighting profile,
share and value opportunities through the teams.
Suggest
sales/customer retention strategies to the Head of Business development and the
Deputy Country Director.
Represent
GardaWorld Malawi limited at service presentation meetings.
Assisting
the Head of Business Development to analyse the country’s potential and
determine the value of existing and prospective customers to the organization.
Research
sources for developing prospective customers and for information to determine
their potential through the teams.
Analyse
market feedback and share the strategic plans for market penetration with the
Head of Business Development and the Deputy Country Director
Ensure
that the materials/proposals/quotations getting out to both prospective and
potential clients are effective and in line with company policies and
procedures.
Assist in
coordinating and managing required assistance on tender preparation.
Work/liaise
with all departments to ensure customer satisfaction in the Country by
coordinating and solving customer’s issues as they arise.
In
collaboration with the Head of Business Development support preparations and
management of sales targets in line with company yearly budgets for increased
profits and growth to the business unit.
Assisting
in organizing and implementing marketing strategies in the Country for sales
growth in collaboration with the operations managers through the Customer
service and sales teams.
Be a team
player by creating a conducive working relationship with all the teams.
Assist in
managing and coordinating a successful implementation of Price Increases.
Manage
Communication and coordination of trainings of any new sales products/services
to the respective teams.
Provide
required Customer Services reports as and when requested.
Advice
the business unit on ways of widening the product line if need be by comparing
product offerings internally and with competition.
Ensure
through the sales, customer service teams that all sales for the business unit
are captured in the reports by the Accounts Managers.
Analyse
and find out all possible ways of minimizing terminations in the Business Unit
by making sure the reports are provided and visible to the Malawi Business
heads for quick visits to retain those that can be secured within shortest time
possible.
Competencies
Strong
leadership and people management skills
Negotiation
skills and time management skills.
Go getter
and ability to work under pressure and with minimum supervision.
Excellent
written and verbal communication skills.
Excellent
team player.
Excellent
interpersonal skills.
Negotiation
skills and ability to sell to corporate organizations.
Planning,
coordination, delegation, supervision and focused.
Decision
making skills.
Business
oriented
Qualification
and Experience
Degree in
business management/administration, Sales or Marketing Fields
At least
7 years’ experience in similar position
Professional
Qualification in Sales field will be an added advantage.
Computer
literacy
