Customer Service Manager
Summary
Summary
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.
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,
Management Consultants
P O Box 6416,
Nairobi,
GPO 00100
Email:
recruit@adeptsystems.co.ke
Only short listed candidates will be contacted.
Only short listed candidates will be contacted.
Please
note that we do not charge fees for receiving or processing job applications.