Position: Customer Service Manager
Location: Nairobi
Reporting to: Head of Operations
Responsibilities;
- Developing
and Improving Customer Service Procedures, Policies and Standards for the
customer service department and the company.
- Providing
leadership to Customer Service staff.
- Providing
help to customers using the company’s products and services.
- Conducting
customer surveys to measure customer satisfaction and improve services.
- Managing
customer relationships.
- Handling
telephone, email, letter and face-to-face inquiries from customers.
- Keeping
accurate records of discussions or correspondence with customers.
- Investigating
and solving customers’ problems which may be complex or long-standing,
that have been escalated by customer service analysts.
- Analyzing
reports and other data to determine the level of customer service the
company is providing.
- Providing
management reports on customer service.
- Liaising
with business and technical teams on the company’s services and keep up to
date with changes.
- Providing
required training to staff to deliver a high stand of customer service.
- Providing
management with recommendations on the strategic plans for customer
service.
- Ensuring
communication between all the company departments is maintained
effectively in order to ensure quality services.
Qualifications
- Degree
in Business Administration or Business Management from a recognized University.
- 5
years’ Customer Service Management experience in a fast pace
IT/Financial/Corporate environment.
- Good
listening skills for effective communication.
- Confidence,
patience, politeness, tact, and diplomacy when dealing with difficult
situations.
- Ability
to work well under pressure.
- Must
have good presentation/customer –facing skills including writing skills.
- Good
Problem-solving skills.
- Organization
and planning skills to develop customer service procedures, policies, and
standards.
- Creative
thinking to able to come up with new ideas to improve customer service
standards.
- Proactive
with abilities to engage with other professionals at different levels.
- Motivation
skills and an ability to supervise and lead a team of customer service
assistants.
How to apply
Candidates best fit for the role are required to submit an
application letter and updated CV to hr@kenswitch.com by
31st March 2020.
