Customer Experience Manager
Anonymous Employer
Nairobi
2d ago
source : BrighterMonday Kenya

Job Summary

Our client within FMCG seeks to bring on board a skilled Customer Experience Manager to set-up and supervise daily operations and personnel.

  • Minimum Qualification : Bachelor
  • Experience Level : Management level
  • Experience Length : 5 years
  • Job Description

    Location : NAIROBI, KENYA

    Profile IntroductionThe job holder will also ensure that technology is utilized to a maximum and that the centre is well-organized and productive.Key Responsibilities :

  • Develop objectives for the Customer Experience centre’s day-to-day activities;
  • Conduct effective resource planning to maximize the productivity of resources i.e. people and technology;
  • Collect and analyse call-centre statistics i.e. sales rates, costs, customer service metrics among others;
  • Coach and provide training to personnel to maintain high customer service standards;
  • Monitor and improve customer feedback, telephone handling and other procedures;
  • Evaluate performance with key metrics including accuracy, customer reach out among others;
  • Prepare reports for different departments or upper management.
  • Minimum Qualifications

  • Bachelor’s degree in a relevant field
  • At least 5 years’ experience in customer service
  • Proven experience as Call Centre and Customer Experience Manager or similar position
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting procedures
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