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Customer Service Supervisor Job in Nairobi Kenya

Our client, a group of clubs are seeking for a Customer Service Supervisor to oversee the customer service unit.

Mandate: Under the direction of the General Manager and with efficiency and customer service a priority, the Customer Service Supervisor is accountable to oversee the overall customer service department. 

Supervises and coordinates the activities of those engaged in handling customer-initiated inquiries, whether face to face, electronically or by phone, in a friendly, courteous and knowledgeable manner.

Tasks and Duties:
  • Prepare customer service activity reports including KPIs, daily/weekly operations reports, health and safety
  • Be accountable to the customer for both quality and quantity of output and resolve any problems, ensuring that potential customer complaints are escalated.
  • Ensure customer enquiries are responded to within two hours and that problems such as damages, shortages and nonconformance to specifications are rectified to mutual satisfaction
  • Deal with any escalated customer service issues
  • Participate in meetings to improve productivity, resolve customer service issues and manage workload of team
  • Oversee general upkeep of office
  • Offer alternative solutions to system and procedural issues that may adversely affect productivity or customer service
  • Continuously monitor effectiveness of the customer service strategies aimed at reducing operating costs, including wages, and improving quality-control procedures
  • Be the ‘voice’ of the customer service operation at management meetings
  • Develop constructive and cooperative working relationships with those on your team, as well as cross functionally
  • Handle major incidents that cannot be resolved by agents
  • Provides communication and follow up to ensure representatives are fully informed of all new information related to products, customer needs and company related issues, changes or actions
  • Determines work procedures, prepares work schedule and expedites workflow.
  • Training agents on how to adequately address problem over the phone or how to write correspondence.
  • Work with management on customer service initiatives.
  • Utilize social media to respond to customer complaints and praise
Qualifications, Skills and Competencies
  • Bachelor’s degree in Public Relations
  • 3 years of supervisory experience in a call centre/Hotel/Banks
  • Problem solving
  • Customer /client focus
  • Communication proficiency
  • Time management
Qualified applicants to send the application letter and CV to clearly indicating ‘Customer Service Supervisor’ on the subject line by 7th May,2016.

Do not attach your certificates

Only shortlisted candidates shall be contacted.

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