Customer Service Manager Jobs
| Location | Nairobi, Kenya |
| Date Posted | July 11, 2020 |
| Category |
Customer Service
|
| Job Type |
Full-time
|
| Currency | KES |
Description
- Our client is a fast growing internet service provider in the country.
- They seek to hire an efficient and effective Customer Service Manager who will be in charge of the call centre and ensure the delivery of world-class, professional customer service to their customers and foster high-quality front line service.
Key Responsibilities
- Manage the implementation of new systems or features to ensure proper support of processes
- Identify training and development requirements, and manage disciplinary issues.
- Monitor performance of the agents and account managers and report daily, weekly and monthly on progress
- Communicate agreed customer service performance standards and targets
- Measure individual performance against standards and targets
- Ensure effective resolution of all escalated issues
- Design action plans to close any performance gaps
- Provide monthly recommendations and demonstrate improvement in performance on statistical basis.
- Implement performance investigations and disciplinary steps where necessary.
- Ensure policies, procedures and processes are completely understood by all agents and are adhered to.
- Define requirements for new systems or features required to support customers
- Test new systems or changes to existing systems
- In liaison with the Technical teams, roll out new systems or feature changes
- Ensure proper training of staff on new systems or changes to existing systems
- Ensure availability of proper working tools for agents and account managers
- Develop motivation plans for the team and contribute to the wider company plans to improve staff well being
Skills & Qualifications
- Bachelor’s degree preferably in Business or Social Sciences.
- 5 – 8 years of experience leading customer service teams
- Experience leading call centre operations
- Excellent written and verbal communication skills
- Excellent interpersonal skills.
- Proactive, results-oriented, confident, energetic and able to work under pressure with a positive attitude
- Must have good problem solving and analytical skills as well as decision making abilities
- Must have good leadership and supervisory skills coupled with hands on experience in mentoring and coaching staff
- Good organization and planning skills
- Good report writing and presentation skills
Applying Instructions
- If you are up to the challenge, possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Customer Service Manager – Nanyuki) to
- jobs@corporatestaffing.co.ke before Monday 13th July 2020.
- Kindly indicate current/last salary on your CV.
N.B: We do not charge any fee for receiving your CV or for interviewing.
- Only candidates short-listed for interview will be contacted.