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 before close of business 6th November 2018.

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

Sales and Marketing, Business Administration
Updated: October 31, 2018 — 3:28 pm