Customer Service Job in Kenya 2020
Career Kenya: Customer Service Job in Kenya 2020
Employment vacancy : Today Recruitment Kenya

Position: Customer Service Manager

Reporting to: Head of Operations
  • Developing
    and Improving Customer Service Procedures, Policies and Standards for the
    customer service department and the company.
  • Providing
    leadership to Customer Service staff.
  • Providing
    help to customers using the company’s products and services.
  • Conducting
    customer surveys to measure customer satisfaction and improve services.
  • Managing
    customer relationships.
  • Handling
    telephone, email, letter and face-to-face inquiries from customers.
  • Keeping
    accurate records of discussions or correspondence with customers.
  • Investigating
    and solving customers’ problems which may be complex or long-standing,
    that have been escalated by customer service analysts.
  • Analyzing
    reports and other data to determine the level of customer service the
    company is providing.
  • Providing
    management reports on customer service.
  • Liaising
    with business and technical teams on the company’s services and keep up to
    date with changes.
  • Providing
    required training to staff to deliver a high stand of customer service.
  • Providing
    management with recommendations on the strategic plans for customer
  • Ensuring
    communication between all the company departments is maintained
    effectively in order to ensure quality services.
  • Degree
    in Business Administration or Business Management from a recognized University.
  • 5
    years’ Customer Service Management experience in a fast pace
    IT/Financial/Corporate environment.
  • Good
    listening skills for effective communication.
  • Confidence,
    patience, politeness, tact, and diplomacy when dealing with difficult
  • Ability
    to work well under pressure.
  • Must
    have good presentation/customer –facing skills including writing skills.
  • Good
    Problem-solving skills.
  • Organization
    and planning skills to develop customer service procedures, policies, and
  • Creative
    thinking to able to come up with new ideas to improve customer service
  • Proactive
    with abilities to engage with other professionals at different levels.
  • Motivation
    skills and an ability to supervise and lead a team of customer service

Candidates best fit for the role are required to submit an
application letter and updated CV 
to by
31st March 2020.


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