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Customer Service Manager Job in Kenya

Job Title: Customer Service Manager
Function / Department: Customer Service
Reporting to: General Manager

Direct Reports:
Job Purpose Statement: Manage the Customer Service Department and ensure world class Customer support and care for our customers.

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.
  • 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 by 20th October 2015

Only shortlisted candidates will be contacted

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