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Customer Service Manager Job Opening in Nairobi Kenya

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.


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 

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.

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