Job Summary

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation.

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

Job Description

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.

•    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
•    Analyse 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

•    Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
•    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
•    BS degree in Business Administration or related field

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Anonymous Employer
| Full Time |
KSh Confidential
| Full Time |
KSh 15,000 - 30,000
| Full Time |
KSh Confidential
| Internship & Graduate |
KSh 15,000 - 30,000