Job Title: Customer Service Manager
Job Code: CSM/TL/150521
Number of Positions Open: 1
Location: Nairobi, Kenya
Summary: 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
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
