Customer Service and Operations Manager Job in Kenya

Our client is in Banking / ICT industry seeking to recruit a highly motivated Customer Service and Operations Manager to join their team.

Duties and Responsibilities

  • To ensure the full implementation of the Customer Services strategy across the business.
  • To ensure that the Customer Services function operates effectively and that the functions activities are aligned to departmental and Company objectives.
  • Develop, implement and / or manage the organizations customer service policies, procedures,
    standards, and strategies Comply with and maintain knowledge of applicable rules, regulations, standards, and best practices
  • To ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales.
  • To ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customers.
  • To actively promote and manage the process of continuous improvement in Customer Service standards within Call Enquiries, Email Enquiries, Social Media Enquiries, and Order Processing.
  • Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities
  • Analyze customer service-related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
  • Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer service personnel and mentor select staff
  • Collaborate and communicate knowledge (e.g., market information, customer insights, trends, etc.) across the business.

Job Specifications

  • Minimum 5years’ experience in an equivalent role in the Baking/ICT sector.
  • University degree in Management or Administration or social sciences
  • Other certifications is an added advantage.

Knowledge and Competencies (State Skills, Abilities & Traits Required)

  • Strategic thinking and results driven.
  • Dynamic, analytical and self-driven individual with the ability to work under pressure.
  • Attention to details and creative and innovative
  • Ability to build a team
  • Hardworking, strategic minded individual with excellent communication, interpersonal skills and presentation skills.

To apply, send your CV and cover letter only to by 30th March 2020 indicating your current gross salary and benefits.
NB: Flexi Personnel does not charge candidates for jobs placement

Job Summary:
Job Title
Job Category
Job Type
Company / Organization
Approx. Salary
Job Opening Date
Job Expiry Date
Job Details
Job Location

Nairobi, Kenya

Nairobi County

Sales and Marketing, Business Administration
Updated: March 20, 2020 — 7:49 pm