IT Solutions Customer Service Manager Job in Nairobi, Kenya - Kenyan Jobs Blogspot :: The best career opportunities in Kenya

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Jun 23, 2017

IT Solutions Customer Service Manager Job in Nairobi, Kenya

Our client an IT solution company is looking for a Customer Service Manager to join their dedicated team

Nairobi, Kenya 

Job Summary: As a Customer Service Manager, you will be responsible for providing excellent customer service and to promote this idea throughout the organization.

The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Primary Responsibilities:
  • Plan, organize, direct, manage and evaluate all customer service activities and budget for the organization
  • Ensure all customer service activities support and strengthen the strategic objectives of the organization
  • Develop, implement and manage the organizations customer service policies, procedures, standards and strategies while complying with all applicable rules, regulations, standards and best practices
  • Responsible with managing the call center, handling routine inquiries received by email and phone and 24 hour support functions
  • Develop and measure KPI’s to determine and improve the effectiveness of all customer service activities
  • Apply new knowledge to management tasks for the improvement of customer service activities
  • Analyze customer service related information and evaluate the results to choose best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
  • Provide guidance on how to escalate complaints and disputes in a well understood manner
  • Resolve customer complaints and answer customers’ questions regarding organizational policies and procedures
  • Be a mentor to other customer service personnel
  • Develop and maintain constructive and cooperative working relationships with stakeholders
  • Collaborate and communicate knowledge i.e trends, market information and customer insights across the organization
  • Identify opportunities to add value beyond problem resolution to relevant business areas
  • Perform and/or direct day to day administrative tasks
  • Project management
  • Any other task required on request
Qualifications and Experience
  • A bachelor degree in Business Administration or a related field
  • At least 4 years’ experience in a similar role in the industry
  • Experience is providing customer service support
  • Excellent knowledge of management methods and techniques
  • Awareness of industry’s changing trends and applications
  • Must have excellent client – facing, communication and report writing skills.
  • Customer Service oriented
  • Must have high integrity and willing to work with minimal supervision.
KINDLY NOTE that this job is ONLY available to registered candidates, and if qualified and want to register send your CV to [email protected] with the title “Customer Service Manager” on the subject line.

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