Customer Service Manager Job in Kenya (KShs 80K)

Our client is currently looking for a Customer Service Manager
The main role would be to provide excellent customer service and to promote this idea throughout the organisation.

Role Objectives

Helping to develop a customer service policy for an entire organisation

Managing a team of customer services staff
Handling face-to-face enquiries from customer

Roles and Responsibilities

  • providing help and advice to customers
  • communicating courteously with customers by telephone, email, letter and face to face;
  • investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
  • handling customer complaints or any major incidents, such as a security issue
  • keeping accurate records of discussions or correspondence with customers;
  • analysing statistics or other data to determine the level of customer service the organisation is providing;
  • producing written information for customers
  • writing reports analysing the customer service
  • developing feedback or complaints procedures for customers to use;
  • developing customer service procedures, policies and standards for the organisation
  • meeting with other managers to discuss possible improvements to customer service;
  • being involved in staff recruitment and appraisals;
  • training staff to deliver a high standard of customer service;
  • leading or supervising a team of customer service staff;
  • learning about your organisation’s products or services and keeping up to date with changes;
  • keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses
  • Professional training on customer care related studies
  • At least 2 years experience in managing teams.
  • Experience in service industry will be an added advantage
  • Intelligent and good communicator.
  • Must be currently holding a customer care position
Salary: KShs 80,000

If you feel you fit the above role, please send you CV to

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