Duma Works is recruiting a Customer Service Manager for one of our clients.
The company is one of the leading
digital online Market places in Kenya.
Location: Nairobi.
Job Purpose: Manage the Customer Service Department and ensure world class Customer support and care for the company’s customers
ResponsibilitiesLocation: Nairobi.
Job Purpose: Manage the Customer Service Department and ensure world class Customer support and care for the company’s customers
- 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 online
- 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.
How to Apply
Deadline for applications is on 24th November 2015
If you are interested in this exciting opportunity, please send your CV to apply@dumaworks.com.
Deadline for applications is on 24th November 2015
If you are interested in this exciting opportunity, please send your CV to apply@dumaworks.com.
As the subject line of your email,
write “1952” and please make sure to include your Name and Phone number in the
message body.
If you don’t follow these
instructions, your application will not go through.
* When applying to any job through Duma Works, you can expect that after you apply, you will receive a confirmation email, and then an SMS alert asking you to take a basic screening test over SMS. The SMS with the test may not arrive immediately. Please be patient. The SMS test will typically be 5-8 questions to help us understand your background. Regular SMS rates apply to the test, and if you ever have any issues with the process, please reach out to 0702093793.
* When applying to any job through Duma Works, you can expect that after you apply, you will receive a confirmation email, and then an SMS alert asking you to take a basic screening test over SMS. The SMS with the test may not arrive immediately. Please be patient. The SMS test will typically be 5-8 questions to help us understand your background. Regular SMS rates apply to the test, and if you ever have any issues with the process, please reach out to 0702093793.