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Customer Experience Manager Job in Kenya

Tuskys is the leading retailer in Kenya with presence in Uganda. It is known for its innovation, market leadership in introduction of new and excellent concepts; some of the innovations by Tuskys include, in-house baking, deli, milk on tap and cooking oil on tap. 

Tuskys operates on the tag line “HEALTHY LIVING”, encompassing wholesome health of the individual. 

The company has completed formulation of its strategic plan for the period 2015-2019. 

Some positions have arisen out of the new strategic direction.

Customer Experience Manager
Report to: Chief Operating Officer.
Purpose: To manage internal and external customer relationships

Duties and Responsibilities
  • Formulating world class standards in customer management processes, for both Internal and external customer
  • Leading multi level engagements with customers across platforms email, social media, telephone, blogs and interpersonal
  • Training staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process.• Keeping abreast developments and changes in customer service field by reading pertinent journals, attending meetings and courses.
  • Analyzing data or statistics to identify the customer service level, the organization is providing.
  • Lead implementation of CRM system for world class customer service
Professional Qualifications, Job experience & Skills requirement
  • Politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems.
  • Motivational, listening, and problem-solving skills.
  • Ability to produce creative ideas to ameliorate customer service standards.
  • Should be able to ameliorate customer service skills.
  • Ability to lead and supervise teams and work under tight deadlines.
Education and Qualifications
  • Bachelors Degree in Commerce Consumer studies, Business studies, or Management studies related field from an accredited institution.
  • Experience in customer service management or related activities.
  • 3 years experience in a busy environment in which 2 years in the relevant/same field.
  • Mature, self-motivated, proactive, willing to learn and able to work under pressure and meet deadlines.

How to Apply

Interested and qualified candidates should forward their applications including detailed CVS to Human Resource Manager on email before 30th May 2015

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