Our client is in Banking / ICT
industry seeking to recruit a highly motivated Customer
Service and Operations Manager to join their
team.
Duties and Responsibilities
·
To ensure the full implementation of
the Customer Services strategy across the business.
·
To ensure that the Customer Services
function operates effectively and that the functions activities are aligned to
departmental and Company objectives.
·
Develop, implement and / or manage
the organizations customer service policies, procedures,
standards, and strategies Comply with and maintain knowledge of applicable rules, regulations, standards, and best practices
standards, and strategies Comply with and maintain knowledge of applicable rules, regulations, standards, and best practices
·
To ensure that all customer enquiries
are satisfactorily managed, resolved and closed within agreed timescales.
·
To ensure that the Customer Services
function is adequately staffed and trained to deliver an efficient service to
internal and external customers.
·
To actively promote and manage the
process of continuous improvement in Customer Service standards within Call
Enquiries, Email Enquiries, Social Media Enquiries, and Order Processing.
·
Develop and measure key performance
indicators to determine and improve the effectiveness of all customer service
activities
·
Analyze customer service-related
information and evaluate the results to choose the best resolutions and
alternatives to customer service challenges, and to identify opportunities to
improve customer service
·
Interview, select, coach, train,
instruct, manage, and appraise the performance of associated customer service
personnel and mentor select staff
·
Collaborate and communicate knowledge
(e.g., market information, customer insights, trends, etc.) across the
business.
Job Specifications
·
Minimum 5years’ experience in an
equivalent role in the Baking/ICT sector.
·
University degree in Management or
Administration or social sciences
·
Other certifications is an added
advantage.
Knowledge and Competencies (State
Skills, Abilities & Traits Required)
·
Strategic thinking and results
driven.
·
Dynamic, analytical and self-driven
individual with the ability to work under pressure.
·
Attention to details and creative and
innovative
·
Ability to build a team
·
Hardworking, strategic minded
individual with excellent communication, interpersonal skills and presentation
skills.
To apply, send your CV and cover
letter only to Fkariuki@flexi-personnel.com by 30th March 2020 indicating your
current gross salary and benefits.
NB: Flexi Personnel does not charge candidates for jobs placement
NB: Flexi Personnel does not charge candidates for jobs placement
