Vacancy: Customer Service Executive
Location: Nairobi
Starting Date: Immediately
Who are we?
Kilimall is Kenya's leading
e-commerce company launched in July 2014 that specializes in providing a wide
range of consumer products and services to customers across various regions.
As a fast-growing online marketplace, Kilimall is dedicated to delivering excellent customer service and ensuring customer satisfaction.
We invite you to be part of our
team by submitting your application to the following role based in Nairobi.
Customer Service Chief Executive
As the Customer Service Chief
Executive, you will be responsible for overseeing and managing all aspects of
the customer service department.
Your primary goal will be to
ensure exceptional customer experiences and uphold the company's commitment to
customer satisfaction.
You will lead a team of
customer service representatives and work closely with other departments to
enhance customer support processes, implement best practices, and drive
customer-centric initiatives.
Responsibilities:
- Develop and implement customer service strategies, policies,
and procedures to enhance customer satisfaction and loyalty.
- Build and manage a high-performing customer service team,
including recruitment, training, coaching, and performance evaluation.
- Foster a customer-centric culture within the organization,
emphasizing the importance of customer service excellence.
- Set performance goals and KPIs for the customer service team
and monitor progress regularly to ensure targets are met or exceeded.
- Collaborate with cross-functional teams, such as operations,
logistics, and marketing, to identify customer service improvement
opportunities and implement effective solutions.
- Implement and maintain customer service tools, technologies,
and systems to streamline processes and improve response times.
- Monitor customer service metrics and generate reports to
identify trends, areas for improvement, and opportunities for operational
efficiency.
- Handle escalated customer complaints or complex issues and
ensure prompt and satisfactory resolutions.
- Stay up to date with industry trends, customer preferences,
and emerging technologies to proactively identify innovative ways to
enhance the customer experience.
- Conduct regular training sessions for the customer service
team to improve product knowledge, communication skills, and
problem-solving abilities.
Who Are You?
Required Skills and Competencies:
- Bachelor's degree in business administration, management, or
a related field. An MBA is a plus.
- Proven experience in a senior customer service leadership role
within the e-commerce or retail industry.
- Demonstrated success in developing and implementing customer
service strategies and driving customer satisfaction.
- Strong leadership skills with the ability to inspire,
motivate, and mentor a diverse team.
- Excellent communication and interpersonal skills, with the
ability to effectively collaborate with stakeholders at all levels.
- Analytical mindset with the ability to leverage data and
metrics to drive performance and continuous improvement.
- Proactive problem-solving skills and the ability to handle
complex customer issues with diplomacy and empathy.
- Familiarity with customer service technologies, such as CRM
systems, live chat platforms, and social media management tools.
- Knowledge of e-commerce trends, customer behavior, and
industry best practices.
- Exceptional organizational and time management skills with
the ability to prioritize and meet deadlines in a fast-paced environment.
If you are passionate about
delivering outstanding customer experiences and possess the leadership skills
to drive a customer-centric culture, we would love to hear from you.
Join Kilimall and contribute to
our mission of becoming the preferred online marketplace for customers across
the region.
Are you interested in this position and do you meet
the minimum requirements?
Apply by sending an email with
your CV and a convincing cover letter to recruitment@kilimall.com clearly
stating the subject heading “Customer Service Chief Executive” by 20th June
2023.
Please state your current and
expected remuneration in your CV.
Due to the high volume of
applications received, only shortlisted candidates will be contacted.
