Summary: Our client is a leading Insurance
Company with a strong presence across Kenya and offers a wide range of products
to cater for retail and SME’s and large corporate clients.
Owing to
continuous growth in customer numbers, asset base and size of operations, our
client is looking to hire a Customer Service Manager
In particular, you will be expected
to;
- Manage the Customer Service team through continuous training and development programs and performance management
- Manage the Customer Service Budget to ensure cost effectiveness in service delivery through regular budget reviews.
- Ensure proactive service delivery and expediently resolve brokers/agents issues and build strong relationships.
- Design 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
- Conduct customer satisfaction surveys among brokers and agents periodically and using outcomes to propose improvements in company products and service standards
- Meet with key customers to resolve service issues in a prompt manner
- Train customer facing staff on customer service and incident handling.
- Monitor company-wide brand performance and compile reports for management and the Board to facilitate decision making.
Requirements
- A Degree in Marketing or any other relevant field and professional certification in Marketing/Customer Service
- At least 5 years customer service experience preferably within Financial Services or service Industry.
- Experience in managing a call centre is an added advantage.
- Good communication and interpersonal skills with the ability to interact well at different levels of management.
- Strong customer service orientation and ability to establish and maintain good working relationship with customers,
- Ability to multi-task in dealing with several different problems at a time
How to Apply:
Send your
application including a cover letter demonstrating why you are the best suited
candidate for this role, 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 23rd
May 2014.
Adept
Systems
Management
Consultants
P O Box
6416,
Nairobi,
GPO 00100
Email: recruit@adeptsystems.co.ke
Only short
listed candidates will be contacted.
Please note
that we do not charge fees for receiving or processing job applications.
