SYNC Limited Customer Experience Manager Vacancy in Kenya

SYNC Limited

Customer Experience Manager

Full time

Salary: 30,000/=

The successful jobholder will be required to:

  • Conduct reviews to ensure customer satisfaction with our shopping experience through follow up calls.
  • Identify and review customer service standards to be in line with the current trends in the field and recommending on gaps to be filled.
  • Investigating, solving customers’ problems identified and putting in place measures to avoid repeat of such problems.
  • Responding to customers inquiries via phone, email or social media platforms.
  • Compile reports on overall customer satisfaction.
  • Work with customer service and operations to maintain a customer focused attitude with a focus on activities that create lifetime customers.
  • Developing an efficient feedback or complaints procedures for customers.
  • Help the management in formulating and implementing customer care policies and practises.
  • Translating customer needs into company’s objectives.
  • Liaising with internal departments to ensure client needs are fulfilled effectively.
  • Training staff to deliver a high standard of customer service.
  • Maintaining customers’ contacts database.
  • Perform any other duties that may be assigned.

Job Requirements

  • Higher Education Qualifications in Business/Client Service/Customer Service/Marketing.
  • KCSE mean grade of B or above.
  • 1-2 years relevant work experience. Previous work experience in a call centre / customer service focussed role will be an added advantage.
  • Experience dealing with customer complaints.
  • Previous experience as a CRM or in a marketing equivalent will be an added advantage.
  • Female candidates are encouraged to apply.
  • Possess Knowledge and skills on MS EXCEL and Google Sheets.
  • Willing to work on weekends.
  • At least two referees as well as attempting at least one personality test.

Job Skills, Knowledge & Abilities

  • Strong interpersonal and communication skills that allow you to inform, help and advice customers clearly and to liaise effectively with other professionals.
  • Problem-solving skills.
  • Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
  • Motivational skills and an ability to supervise and lead a team of customer service assistants.
  • Creative thinking, to be able to come up with new ideas to improve customer service standards
  • Organisational and planning skills to develop customer service policies.
  • Good personal presentation, especially when working with customers face-to-face.
  • A commitment to improve your own customer service skills on an ongoing basis.
  • Excellent writing, verbal & presentation skills.
  • Ability to do analysis, research and tabulate data.
  • Hardworking with a strong work ethic.
  • A person with high attention to detail.
  • Proactive, Entrepreneurial and ability to deliver exceptional results.

Your application should include the following:

How to Apply

CLICK HERE to apply online

Only shortlisted candidates will be contacted.



Business Administration, Sales and Marketing
Updated: September 29, 2017 — 2:43 am