Our
client is one of the leading FMCG manufacturers with operations in Kenya and
East Africa. They seek to hire a professional in the position of Customer Service
Manager. The role is based in Nairobi and
reports to Head of Sales.
Salary: Ksh 100,000 – 200,000
Reports to: Head of Sales
Location: Nairobi
Main Purpose of Job
To
provide excellent customer service and to promote this idea throughout the
organization. The goal is to keep the department running in an efficient and
profitable manner, to increase customer satisfaction, loyalty and retention and
to meet their expectations.
Responsibilities
·
Improve customer service experience,
create engaged customers and facilitate organic growth
·
Take ownership of customers issues
and follow problems through to resolution
·
Set a clear mission and deploy
strategies focused towards that mission
·
Develop service procedures, policies
and standards
·
Keep accurate records and document
customer service actions and discussions
·
Analyze statistics and compile
accurate reports
·
Recruit, mentor and develop customer
service agents and nurture an environment where they can excel through
encouragement and empowerment
·
Keep ahead of industry’s developments
and apply best practices to areas of improvement
·
Control resources and utilise assets
to achieve qualitative and quantitative targets
·
Adhere to and manage the approved
budget
·
Maintain an orderly workflow
according to priorities
Qualifications
·
University degree in
Sales/Marketing/PR or any other related qualifications.
·
Good customer service skills,
proactive, good product knowledge and excellent communication skills.
·
Proven working experience as a
customer service manager, retail manager or assistant manager
·
At least 5 years’ experience in
Customer Service
·
Experience in providing customer
service support
·
Excellent knowledge of management methods
and techniques
·
Proficiency in English
·
Working knowledge of customer service
software, databases and tools
·
Awareness of industry’s latest
technology trends and applications
·
Ability to think strategically and to
lead
·
Strong client-facing and communication
skills
·
Advanced troubleshooting and
multi-tasking skills
·
Customer service orientation
How To Apply
If
you meet the qualifications and criteria set above, please send your
application to info@leeandmyles.com so
as to reach us on or before 15th August 2019. Remember to quote “CUSTOMER SERVICE MANAGER” on your email subject line. Only shortlisted
candidates shall be contacted.