Job Title: Customer Service Manager
Function / Department: Customer
Service
Reporting to: General
Manager
Direct Reports: None
Direct Reports: None
Targets and Responsibilities
- Responsible for developing and implementing
the Customer Services Strategy
- Ensure continuous improvement of Customer
Support procedures to increase the customer satisfaction
- Ensure the collection and delivery of
purchases made on Rupu
- Ensure that the team responds to all enquiries
made via phone, email and social media within 1 hour and resolved within
24 hours
- Daily, weekly and monthly reporting on deals
that have gone live as well as bugs reporting
- Provide quality team leadership and direction
in order to ensure delivery of reputable world class Customer Support, and
promote and maintain the Company’s image.
- Continuously identify new customer feedback
channels and improve existing feedback channels in order to achieve set
response rates.
- Identify opportunities that Customer Service
can use to increase sales
- Ensure that the team maintains an average
rating of 85% Customer Satisfaction as per Zendesk.
- Skills and Attributes High
energy levels
- Highly motivated for Customer Service
- Excellent interpersonal and communication
skills
- Exceptional planning and organising skills
- Knowledge of products and services
- Excellent time management skills
- Team management skills
- Ability to work well with other members of
staff and flexibility to undertake other additional responsibilities.
Requirements
- Bachelor’s Degree in Communication/ PR/
Customer Service or any related course
- Applicants should ONLY send their resume if
they have experience in Customer Service (1 year minimum)
- Excellent team management skills
- Project management skills is an added
advantage
- Knowledge of use of systems
Send resume to recruit@ringier.co.ke
by 20th October 2015
Only shortlisted candidates will be contacted