Customer Service Lead Jobs in Kenya

Customer Service Lead Jobs in Kenya



Duties and Responsibilities

  • Monitor customer service metrics such as response time, resolution time, and customer satisfaction scores.

  • Develop and maintain standard operating procedures (SOPs) for customer service operations.

  • Handle escalated customer complaints and provide timely resolutions.

  • Work closely with other departments such as operations and logistics to ensure a seamless customer experience.

  • Maintain a positive and collaborative work environment.

  • Collaborate with the marketing team to develop customer service initiatives that support overall business goals.

  • Implement quality control measures to ensure that customer service representatives are providing accurate and consistent information to customers.

  • Monitor customer service trends and provide recommendations for improvement to senior management.

  • Develop and implement customer retention strategies to increase customer loyalty.

  • Manage the customer service budget and ensure that resources are allocated effectively.

    Key Requirements Skills, experience and qualification

  • Bachelor's degree in business, marketing, or related field preferred.

  • Minimum of 3 years of experience in a customer service leadership role.

  • Strong communication and interpersonal skills.

  • Excellent problem-solving skills and ability to handle difficult situations.

  • Ability to work under pressure and meet deadlines.

  • Experience using customer service software and tools.

  • Strong organizational skills and attention to detail.

  • Proven ability to manage and motivate a team.

  • Experience in handling stock/CSS

  • Good computer skills with any ERP systems.

    How to Apply

    If you meet the above qualifications, skills and experience send CV urgently to jobs@britesmanagement.com quoting the job title as the subject line on your email

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