AMSOL Jobs Vacancies in Kenya

Head of Customer Services will be responsible for providing excellent customer service and to promote ideas to 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 expectations.

The candidate will manage and continually improve customer service, to lead a team of 100 + customer service agents and team leaders across Call Center, Customer Service, Quality Assurance departments.

To be in charge of reporting, organizing the customer service department in efficient manner, to install policies, procedures to increase customer satisfaction as well as keeping the team motivated and increase the productivity of the team as a whole.

Position: Head of Customer Service
Location: Nairobi
Salary: Competitive
Probation period: 6 months
Reports: Directly to the Online Operation Director

AMSOL Head of Customer Services Jobs Vacancies in Kenya

Key Responsibilities:

Improve customer service experience, create engaged customers and facilitate organic growth
Improve efficiency and productivity of employees across various departments under Customer Care team

Set a clear mission and deploy strategies focused towards increasing customer care experience

Develop service procedures, policies and standards necessary for efficient monitoring and managing customer service agents and shift managers across different customer service teams

Keep accurate records and document customer service actions and discussions. To maintain professional approach with subordinates and provide operational support for the business

Analyze statistics and compile accurate weekly reports

Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

Keep ahead of industry’s developments and apply best practices to areas of improvement

Control resources and utilize assets to achieve qualitative and quantitative targets

Maintain an orderly workflow according to priorities

Effectively provides guidance and supervises team, has regular meetings with the team, coordinates, enforces work rules, professionality and availability for the team
Must be open to

assist the team whenever necessary including off working hours.

Provides the team with continual feedback, conducts performance appraisals on time, recognize exceptional performance and takes corrective and professional approach to improve poor performance

Decision making – to make correct and professional decision between the team itself, customers and management on the other hand.

Ensures that decisions are based on the principals of equality and is not bias towards some team members.

Requirements:

Bachelor’s degree in Business and Management, master’s degree in business administration and management will be an added advantage

Proven working experience of at least 5 years as a head of Customer service team in large organizations, directly managing large teams with over 100 employees

Experience in providing customer service support and customer service orientation

Excellent knowledge of management methods and techniques

Excellent work etiquette with proven records of working in high pace, demanding environments where speed and accuracy is mandatory. Must be willing to work hard, independently and be able to multitask in extremely high pace environments

Must have experience with working in large corporations, be familiar with corporate business culture and able to adapt to new environments

Must be a self-starter with a go getter personality, goal oriented and able to make the right decision for the business at all times

How to Apply

Send your application and CV indicating current salary/last salary/salary expectations to: recruitment@amsol.co.ke by latest Thursday 5th April 2018.

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