Customer Service Manager Job in Nairobi, Kenya

Job Title: Customer Service Manager

Job Code: CSM/TL/150521
Number of Positions Open: 1

 Nairobi, Kenya

Closing Date: Open Until Filled

 Our client is an ICT company that strives to automate business processes in various sectors of the economy with the aim to promote efficiency, best practice and sustainable innovation.

Job Summary:
 As a Customer Service Manager, you will be responsible for providing excellent customer service and to promote this idea throughout the organization. 

The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Primary Responsibilities:
  • Plan, organize, direct, manage and evaluate all customer service activities and budget for the organization
  • Ensure all customer service activities support and strengthen the strategic objectives of the organization
  • Develop, implement and manage the organizations customer service policies, procedures, standards and strategies while complying with all applicable rules, regulations, standards and best practices
  • Responsible with managing the call center, handling routine inquiries received by email and phone and 24 hour support functions
  • Manage a team of 5 – 10 staff members
  • Develop and measure KPI’s to determine and improve the effectiveness of all customer service activities
  • Apply new knowledge to management tasks for the improvement of customer service activities
  • Analyze customer service related information and evaluate the results to choose best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
  • Provide guidance on how to escalate complaints and disputes in a well understood manner
  • Resolve customer complaints and answer customers’ questions regarding organizational policies and procedures
  • Be a mentor to other customer service personnel
  • Develop and maintain constructive and cooperative working relationships with stakeholders
  • Collaborate and communicate knowledge i.e trends, market information and customer insights across the organization
  • Identify opportunities to add value beyond problem resolution to relevant business areas
  • Perform and/or direct day to day administrative tasks
  • Project management
  • Any other task required on request
Qualifications and Experience
  • A bachelor degree in Business Administration or a related field
  • 3 years’ experience in a similar role in the industry
  • Experience is providing customer service support
  • Excellent knowledge of management methods and techniques
  • Awareness of industry’s changing trends and applications
  • Must have excellent client – facing, communication and report writing skills.
  • Customer Service oriented
  • Must have high integrity and willing to work with minimal supervision.
Desired Skills and Attributes
  • Communication skills
  • Customer service focus
  • Supervisory skills
  • Problem analysis and problem solving
  • Decision making
  • Planning and organizing
  • Initiative
  • Leadership skills
  • Flexibility
  • Presentation skills
  • Stress tolerance and patience

How to Apply:

Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address by scrolling down and clicking on:
 Customer Service Manager 

Kindly include your current and expected remuneration in your resume.

Be advised, this job is open to Kenyan nationals only