Vacancy: Customer Service Manager
Industry: Security Services
Location: Nairobi
Salary: KShs 150 – 180K
Our client one of the leading Security Solutions provider for a wide host of
clients in diverse industries offering manned guarding, K-9 guarding,
investigations, VIP protection and Cash-in-transit.
They seek to hire a Customer service
manager to plan, organize, direct, manage, evaluate, and be responsible for
customer care activities, budget, policies and procedures of the organization
department.
Job Purpose: Contribute to the organization’s customer care
strategy, and ensure the implementation, encourage an environment of building
internal and external relationships with colleagues and customers that will
ensure the customer receives the best possible the care, lead the function in
harnessing a team that is co-operative, focused and dynamic, nurturing a
culture of oneness that encourages cross-functional support and be supportive
of the functions development needs either through management of resources or
training.
Key Responsibilities
Key Responsibilities
- Plan, organize, direct, manage, and evaluate
the customer care activities and budget of the organization.
- Develop, implement and manage the
organisations customer care policies, procedures, standards, and
strategies.
- Comply with and maintain knowledge of
applicable rules, regulations, standards, and best practices.
- Ensure all customer care activities support
and strengthen the strategic objectives of the overall organisation
- Confer with management and staff coordinating
customer care activities, ensuring they are in sync with the overall
purpose of the organisation
- Develop and measure key performance indicators
to determine and improve the effectiveness of all customer care activities
- Prepare and oversee the preparation of reports
and statistics related to the customer care function for senior management
- Harness current technical skills and apply new
knowledge to management of tasks for the improvement of customer care
activities, making use of the resources at hand
- Be the expert in product and service knowledge
- Analyse customer care related information and
evaluate the results to choose the best resolutions and alternatives to
customer care challenges, and to identify opportunities to improve
customer care overall
- Provide customer care personnel with guidance
in handling difficult or complex issues or problems so they can be
resolved effectively and efficiently.
- Provide guidance on how to escalate complaints
and disputes within the organization
- Resolve customer complaints and answer
customers' questions regarding organisational policies and procedures
- Interview, select, coach, train, instruct,
manage, and appraise the performance of customer care personnel and mentor
staff
- Develop and maintain a constructive and
cooperative working relationships with stakeholders
- Collaborate and communicate knowledge (e.g.,
market information, customer insights, trends, etc.) across the business
on a regular basis using a standardised format
- Communicate information to stakeholders using
appropriate communication methods
- Identify opportunities to add value beyond
problem resolution to relevant business areas (e.g., sales, marketing,
product development, etc.)
- Perform and direct day to day customer care
related administrative tasks projects e.g., complaint resolution
processes, etc.
Dimensions and
KPIs
Corporate success factors:
- Deliver quality service, every day, every time
- Leading provider of innovative technology
based security solutions
- Adherence to a robust revenue collection
policy
- Continuous improvement of processes,
procedures and service delivery
- Value adding talent management and succession
planning model
Customer care:
- Ensure the help desk fulfills the Securex
promise of 2 hours response, 24 hours resolution
- Ensure adhere to client visit policy
- Achieve customer satisfaction index level of
95%
- Generate leads from clients – 50 per
month
- Lead the department ensuring high levels of
performance, discipline and motivation
- Develop and maintain the department’s budget
annually
- Ensure adherence and improvements to the ISO
quality assurance policy and OSHA health and safety policy (Targets TBC)
Key Competencies / Skills
- learning and Effective financial
planning and budget management skills with knowledge of risk management
methodology and techniques
- Ability to manage high performance through
people
- Accomplished analytical and decision making
skills
- Excellent verbal and written communication,
including report writing
- Workforce planning to align the needs of the
function to that of the organization as a whole in view of its customer
care needs
- Sound knowledge of business process
reengineering, project, programme and change management methodologies and
their application,
- Ability to translate company policy, direction
and strategic objectives into practical plans and action.
- Able to mentor and coach stakeholders in
achieving overall customer care goals
- Be a positive influencer by demonstrating
ethical behavior, instilling pride, gaining respect and trust and
championing equality and diversity
- Inspire motivation by setting a vision,
driving high standards, being optimistic about delivering goals and giving
staff a strong sense of purpose
- Create an intellectually stimulating
environment by challenging assumptions, taking managed risks, running with
staff ideas, creatively seeking out and introducing best practice,
nurturing and developing independent thinkers committed to development
- Adjust management behavior dependent on staff
member, mentoring and coaching, being supportive and empathetic,
challenging, providing feedback, and utilizing appropriate rewards and
recognition
- Working in collaboration and actively promote
partnerships, building effective relationships and resolve conflict,
developing and promoting customer focused solutions, managing conflicting
and competing priorities effectively, with resilience to keep management
performance on track during periods of uncertainty and change.
Required Qualifications / Experience
- Bachelors and Masters in Management or
relevant field
- Professional management qualification, in
addition to relevant qualification
- Seven to nine years of experience in customer
care, a minimum three of which should be at Senior Management level,
preferably in the security industry
- Experience in the implementation and
management of customer care strategies, policies and process
- Working knowledge of multiple functions
including customer care, sales, marketing, business development and
innovation
If you are up to the challenge,
posses the necessary qualification and experience, please send your CV only
quoting the job title on the email subject (Customer Service Manager 200K gross
plus benefits) to vacancies@corporatestaffing.co.ke
Kindly indicate previous/ current salary on your CV
Kindly indicate previous/ current salary on your CV
N.B: We do not charge any fee for receiving your CV in our database nor for interviewing
Only candidates short-listed for interview will be contacted.
