Corporate Staffing Services Customer Operations Jobs in Kenya
Corporate Staffing Services Customer Operations Jobs in Kenya
Our client is an internet service provider whose main aim is to provide affordable and reliable internet solutions to rural and unconnected communities thus bridging the digital divide.
They seek to hire a well-organized and result-oriented Customer Operations Manager who will lead the customer service and account management teams in building strong client relationships hence ensuring client loyalty and retention.
Key Responsibilities
Co-ordinate and manage the performance of the customer service and account management teams, by setting expectations for service provision, measuring performance and intervening when necessary
Manage and handle escalated issues related to customer complaints, retention calls and emerging issues on the floor including major system outages
Drive problem root cause analysis and resolution and lead cross-functional collaboration with the relevant technical teams
Provide effective management of all escalated issues, document recommendations and ensure implementation leads to sustained improved performance
Drive the identification and resolution of systemic issues that affect services offered in a recurring manner
Lead the coaching, training and development of the customer service and account management teams
Act as the customer ambassador within the company by driving a customer-centric culture across the organization and implementing initiatives to
drive customer focus
Skills & Qualifications
Bachelor’s Degree in Business Administration/ Sales & Marketing or a related field of study
At least 5 years’ work experience in customer service/account management, 3 of these in a management role in the telecommunication industry
Knowledgeable in the use of ITIL or similar service management frameworks
Excellent communication and presentation skills, with the ability to generate and present reports
Good problem solving and analytical skills as well as decision making abilities
Good leadership and supervisory skills coupled with hands on experience in mentoring and coaching staff
N.B.
Experience in the telecommunication industry is a MUST
Management experience is a MUST
How to Apply
For more information and job application details, see; Corporate Staffing Services Customer Operations Jobs in Kenya
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