Customer Service Manager
Career Directions Limited
Nairobi
2d ago
source : BrighterMonday Kenya

Job Summary

The job holder is responsible for excellent customer service and ensures customer satisfaction in order to achieve the company’s set objectives.

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

    JOB REF : HRM / 3 / 5 / 2020 : CUSTOMER SERVICE MANAGER.

    Key Operational Responsibilities.

  • Develop and implement sound customer service strategies, policies and procedures.
  • Prepare and implement an approved annual customer service budget for the department.
  • Efficient customer relations handling.
  • Efficient Complaints Handling.
  • Efficient communication with customers and daily follow ups to ensure their needs are satisfactorily met.
  • Work closely with Sales team to ensure that there are no delays in processing customer’s orders as well as addressing complaints or enquiries.
  • Follow up customers to ensure they receive optimal value from purchased products / services.
  • Analyze customer care data and statistics to obtain results useful in taking key business decisions.
  • Maintain proper record of all customer care operations and activities for reference purposes.
  • Conduct surveys to determine the opinion of customers regarding our products / services.
  • Produce periodic analysis reports.
  • Key Qualification and Experience :

  • Bachelor’s degree preferably in marketing or business administration, or in a related field.
  • At least 5 years’ progressive experience in customer service preferably in FMCG or equivalent.
  • Membership to a professional body is an added advantage.
  • Certificate of good conduct from DCI.
  • Technical / operational competencies.

  • Strong communication skills.
  • Customer Service / relationship Skills.
  • Excellent problem-solving Skills.
  • Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
  • Demonstrable ability to lead and manage teams.
  • Excellent analytical and organizational skills.
  • Ability to work independently and handle multiple projects.
  • Good personal presentation.
  • Ability to make Decisions under pressure.
  • Good commercial and business understanding.
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