Our client is urgently recruiting for a Customer Service Manager.
Qualifications & Experience Required for the Customer
Service Job
·
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:
Customer Service Job 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.
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.
