Job Title: Customer Service Manager
Reporting: Top Management
Liaison: All functional heads
Location: To
be based in Nairobi, Kenya.
Job Summary: The person will be responsible for achieving excellent
customer service for the organisation, and engage with the Senior Management
Team to develop and implement customer service policies and procedures that
will achieve and exceed customer service experience expectation.Key Duties and Responsibilities
- Providing help and advice to customers using
the organisation's products or services.
- Communicating courteously with customers by
telephone, email, letter and face to face.
- Investigating and solving customers' problems,
which may be complex or long-standing problems that have been passed on by
customer service assistants, sales executives or top management.
- Handling and resolving customer complaints.
- Keeping accurate records of discussions or
correspondence with customers
- Analysing statistics or other data to
determine the level of customer service your organisation is providing.
- Producing written information for customers,
often involving use of computer packages/software.
- Writing reports analysing the customer service
that your organisation provides.
- Developing feedback or complaints procedures
for customers to use.
- Developing customer service procedures,
policies and standards for the organisation or department.
- Meeting with other managers to discuss
possible improvements to customer service.
- Training staff and customer service
representatives to deliver a high standard of customer service.
- Leading or supervising a team of customer
service staff.
- Learning about your organisation's products or
services and keeping up to date with changes.
- Keeping ahead of developments in customer
service by reading relevant journals, going to meetings and attending
courses.
- Build and maintain effective communication
channels between sales management and other departments to ensure smooth
execution of business plans and strategies.
Competencies Required
- Minimum Business Degree / Diploma preferably
in Marketing / Communication / Public Relation
- At least 5 years customer service management
experience
- Solid experience in directing Customer Service
Operations with demonstrable successes in leading,
- building and developing a team
- Strong understanding of customer service
- Excellent communication skills and an astute
negotiator
- Strong analytical, problem-solving and
decision-making skills
- Great ideas and who can think out of the box
- Strong sense of teamwork and ability to work
cross functionally with minimal supervision
- High level of integrity.
- Good knowledge of IT systems and software.
If you meet the above requirements,
send your CV to cvs@careerdirections.co.ke by 7th January highlighting the
position applied for in the Subject