Our
client is urgently recruiting for a Customer Service Manager.
Qualifications & Experience Required:
Bachelors degree in business related
course.
Minimum
5 years experience in similar capacity. Prior experience in freight industry is
an added advantage.
Knowledge of a customer management system a must- therefore have acceptable IT skills to help develop and manage such a system.
The staff will report to the Managing
Director and perform the stated duties below as part of a team to meet the
department and organization’s targets as per the stated KPIs and to achieve our
company vision as currently articulated.
The CS manager will have high
integrity, a proven track record and exciting opportunity for advancement, and
will ensure the department is appropriately staffed and running in an efficient
and profitable manner, increase customer satisfaction, loyalty and retention.
He/she will set up a system within
which the following shall be adhered to by all organization’s staff as company
policy:
Duties and Responsibilities
·
Efficient Communication and
management of customer service standards
·
Achievement of agreed customer
service levels and communicated CS targets.
·
Plan, prioritize, direct and delegate
work tasks to ensure proper functioning of the department and that the
functions’ activities are aligned to departmental and Company objectives
·
Monitor communication and ensure the
necessary resources and tools are available for quality customer service
delivery.
·
Accurate processing of customer
quotations, within agreed timescales
·
Review customer complaints and track
customer complaint resolution appropriately.
·
Analyse statistics or other data to
determine the level of customer service our organisation is providing.
·
Identify and implement strategies to
improve quality of service, productivity and profitability.
·
Issue approval on matters relating to
customer service department.
·
Determines customer service
requirements by maintaining contact with customers; visiting clients;
conducting surveys; benchmarking best practices; and analyzing information.
·
Keep ahead of industry’s developments
and apply best practices to areas of improvement.
·
Take heed of broadcast through
various media i.e. emails, sms, calls, whatsapp etc. and implement the
requirements of the same.
·
Learn and adopt best practices to
improve performance daily.
·
Maintain a workable and acceptable
succession plan for your JD (train your colleagues to handle your tasks in your
absence).
·
Any other related duty assigned.
Anticipated start date: Immediately
Duty station: Nairobi.
Salary: Commensurate
with experience & qualifications.
How to Apply:
Only applications with similar
experience shall be contacted.
Please specify, job title &
previous/current gross pay salary on subject line.
Kindly
email cover letter & updated resume (word document format) to:
recruitment@covenantexecutives.co.ke
recruitment@covenantexecutives.co.ke
Use this format please on subject
line: Customer Service Manager, previous/current gross pay (XXXXXX insert
salary).
NOTE: Consider unsuccessful if not
contacted within 7 days.
