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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 jobs@jantakenya.com 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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