Customer Service Manager Job in Mombasa, Kenya

Position: Customer Service Manager

Location: Mombasa

Industry: Asset Financing

Our client, a dynamic and fast growing non-bank finance company with an aim to become the leading East African provider of a broad set of inclusive financial products, delivered through technology in a fast, efficient and professional manner is urgently seeking to hire a dynamic and results oriented Customer Service Manager.

Job Purpose: Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Duties and Responsibilities:

  • Develop and implement customer service policies and procedures
  • Define and communicate customer service standards
  • Review and assess customer service contracts
  • Oversee the achievement and maintenance of agreed customer service levels and standards
  • Direct the daily operations of the customer service team
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • review customer complaints
  • Track customer complaint resolution
  • Handle complex and escalated customer service issues
  • Monitor accuracy of reporting and data base information
  • Analyze relevant data to determine customer service outputs
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Liaise with company management to support and implement growth strategies
  • Co-ordinate and manage customer service projects and initiatives
  • Ensure budget requirements are met
  • Evaluate and performance manage staff
  • Identify and address staff training and coaching needs

Key Competencies & Qualifications

  • Degree in Business Administration, Marketing, PR/ Communication, or a related field from a recognized institution
  • Must have at least 5 – 8 years of experience in Customer Operations with an International Multinational Company based in Kenya; with 3 years in senior Management level
  • In-depth knowledge of customer service principles and practices
  • In-depth knowledge of customer service software, databases and CRM tools
  • Current with relevant technology trends and applications
  • Experience in use of social media platforms
  • Product knowledge

To apply, send your CV and cover letter only to recruitment@linkarkconsultants.com before close of business 6th November 2018.

Clearly indicate the position applied for and expected salary on the subject line.



Job Summary:
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Nairobi

Nairobi, Kenya
N/A

Nairobi County

Kenya

Business Administration & Management, Sales and Marketing

Updated: October 31, 2018 — 3:28 pm
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