Head of Customer Service Job in Nairobi Kenya

Head of Customer Service
Location: Nairobi
Industry: Telecommunication
Our client is a highly innovative telecom company, with the vision to enable affordable mass-market voice and data communications in developing countries seeks to recruit  Head of Customer Service
Duties and Responsibilities
  • Creation and approval of the Customer Service Plan for each financial year
  • Provide quality team leadership and direction in order to ensure delivery of reputable world class Customer Support, and promote and maintain the Company’s image
  • Successful Execution of the approved Customer Service Plan, Review team output, align where needed
  • Successful Management and overall performance of the Customer Service Team
  • Set targets for the direct reports and their teams; track progress, monitor, evaluate and adjust where necessary
  • Continuously identify new customer feedback channels and improve existing feedback channels in order to achieve set response rates.
  • Identify opportunities that Customer Service can use to increase sale
  • Handling clients complaints and queries in accordance with the company’s guidelines and policies and propose solutions for the same.
  • Identify learning requirements within team and act upon those
  • Assist in enabling and empowering the team to get the work done
  • Ensure compliance with established standard policies and procedures
  • Help set up and improve workflow processes when and where needed
  • Manage external vendors and agency partners as needed
Education & Experience
  • Bachelor’s degree in Business Administration or related field
  • Over 5 years’ experience in customer service roles
  • Internet  and/or ISP experience is a must, telecommunications is also nice
  • Excellent knowledge of customer support tools
To apply, send your CV and cover letter only to recruit@flexi-personnel.com before 8th April, 2016. 
Clearly indicate the position applied for and expected remuneration on the subject line.

Flexi personnel does not charge candidates for job placement.
Other Jobs in Kenya