Customer Service Manager Jobs in Nairobi, Kenya

Customer Service Manager Jobs in Nairobi, Kenya

Our client is one of the leading FMCG manufacturers with operations in Kenya and East Africa.

They seek to hire a professional in the position of Customer Service Manager.

The role is based in Nairobi and reports to Head of Sales.

Salary:

Ksh 100,000 – 200,000

Reports to:

Head of Sales

Location:

Nairobi

Main Purpose of Job:

To provide 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.

Key Deliverables

Improve customer service experience, create engaged customers and facilitate organic growth

Take ownership of customers issues and follow problems through to resolution

Set a clear mission and deploy strategies focused towards that mission

Develop service procedures, policies and standards

Keep accurate records and document customer service actions and discussions

Analyze statistics and compile accurate 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 utilise assets to achieve qualitative and quantitative targets

Adhere to and manage the approved budget
Maintain an orderly workflow according to priorities

Qualifications

& Competencies:

University degree in Sales/Marketing/PR or any other related qualifications.

Good customer service skills, proactive, good product knowledge and excellent communication skills.

Proven working experience as a customer service manager, retail manager or assistant manager

At least 5 years’ experience in Customer Service

Experience in providing customer service support

Excellent knowledge of management methods and techniques

Proficiency in English

Working knowledge of customer service software, databases and tools

Awareness of industry’s latest technology trends and applications

Ability to think strategically and to lead
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills

Customer service orientation

How to apply

If you meet the qualifications and criteria set above, please send your application to info@leeandmyles.com so as to reach us on or before 15th October 2018.

Remember to quote “CUSTOMER SERVICE MANAGER” on your email subject line.

Only shortlisted candidates shall be contacted.

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