Job Summary

Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

  • Minimum Qualification: Bachelor
  • Experience Level: Senior level
  • Experience Length: 5 years

Job Description

Main Job Tasks, Duties and Responsibilities
•    Develop and implement customer service policies and procedures
•    Define and communicate customer service standards
•    Review and assess customer service contracts
•    Oversee the achievement and maintenance of agreed customer service levels and standards
•    Direct the daily operations of the customer service team
•    Plan, prioritize and delegate work tasks to ensure proper functioning of the department
•    Ensure the necessary resources and tools are available for quality customer service delivery
•    Review customer complaints
•    Track customer complaint resolution
•    Handle complex and escalated customer service issues
•    Monitor accuracy of reporting and data base information
•    Analyze relevant data to determine customer service outputs
•    Identify and implement strategies to improve quality of service, productivity and profitability
•    Liaise with company management to support and implement growth strategies
•    Co-ordinate and manage customer service projects and initiatives
•    Ensure budget requirements are met
•    Evaluate and performance manage staff
•    Identify and address staff training and coaching needs

Education and experience
•    Relevant bachelor's degree
•    Customer service experience
•    Supervisory experience
•    In-depth knowledge of customer service principles and practices
•    In-depth knowledge of customer service software, databases and crm tools
•    Current with relevant technology trends and applications
•    Proficiency in ms office applications
•    Experience in use of social media platforms
•    Product knowledge

Key Skills and Competencies
•    Communication skills
•    Customer service focus
•    Supervisory skills
•    Problem analysis and problem-solving
•    Decision-making
•    Planning and organizing
•    Initiative
•    Flexibility
•    Presentation skills
•    Stress tolerance

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