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Customer Service Manager Job in Kenya

Customer Service Manager


Our client is in manufacturer, supplier and distributor of a wide range of quality products in the FMCG space ranging from cotton wool, tissue paper and feminine hygiene categories in East Africa for over 50 years and is the leading manufacturer of cotton wool in East and Central Africa. 

Formed in 1954, the company has grown into an organization with operations in Nairobi and Mombasa, running several manufacturing and production lines, and employing over 400 staff across East Africa

The Customer Service Manager is responsible for ensuring that the Company consistently offers high quality service to its customers effectively and in a timely manner and redresses service that falls below expectations.

Key Responsibilities

Your key responsibilities will include:
  • Managing the Customer Service team through continuous training and development programs and performance management
  • Managing of the Customer Service Budget to ensure cost effectiveness in service delivery through regular budget reviews
  • Carrying out regular Customer Surveys to determine Customer Satisfaction and spur innovation
  • Develop effective customer oriented activities, events planning, organization and execution to increase brand visibility
  • Ensuring proactively in service delivery and expediently resolve customer issues
  • Building strong relationships with customers and suppliers and manage Trade Terms through annual reviews of KPI, SLAs etc
  • Ensuing customer are billed appropriately for all products and services provided
  • Communicating delivery schedule changes to management, Sales and customers as required
  • Designing tools for monitoring, recording and assessing customer service standards
  • Monitoring company performance against these standards, investigating instances of off standard performance and making sure that these are remedied promptly
  • Conducting customer satisfaction surveys periodically and using outcomes to propose improvements in company products and service standards
  • Meeting with key customers to resolve service issues in a prompt manner
  • Training customer facing staff on customer service and incident handling
  • Monitoring company-wide brand performance and compiling reports for management and the Board to facilitate decision making
Qualification and experience
  • A Degree in Marketing or any other relevant field and professional Marketing certification.
  • Minimum five (5) years in customer service experience preferably within an FMCG environment
  • Customer–facing experience combined with Brand Building experience
  • Good understanding of customer insights, branding, promotions and advertising
  • Proactive, customer-centric, innovative and creative
  • Excellent communication and presentation skills
How to apply:  
Send your application including a cover letter indicating your desire to work with our client a detailed CV highlighting relevant experience, details of current and expected salary, a daytime phone contact, email address, and the names of three professional referees by close of business Friday 31st May 2013
Adept Systems
Management Consultants
P O Box 6416, 
Nairobi, GPO 00100

Only short listed candidates will be contacted. 

Please note that we do not charge fees for receiving or processing job applications.

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