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Position: Customer Service Manager


Location: Nairobi
Reporting to: Head of Operations
Responsibilities;
  • 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 service.
  • Ensuring communication between all the company departments is maintained effectively in order to ensure quality services.
Qualifications
  • 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 situations.
  • 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 standards.
  • Creative thinking to able to come up with new ideas to improve customer service standards.
  • 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 assistants.
How to apply
Candidates best fit for the role are required to submit an application letter and updated CV to hr@kenswitch.com by 31st March 2020.
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