Consolidated Bank

Customer Service Manager

Consolidated Bank seeks recruit competent and highly motivated individuals for the following position:

Customer Service Manager

Reporting to the Head of Marketing & Customer Service, the successful candidate will be responsible for effectively managing the customer service function and supporting the corporate objective of achieving high levels of customer value and retention.

Core Duties & Responsibilities

  • Ensure best in class customer experience and support, as well as provide product and services expertise to maximize customer value.
  • Be the bridge that drives communication between business development and operations towards the common goal of high levels of service to the customer.
  • Establish, prioritize and manage the efficient flow of information necessary to ensure on time delivery of customer inquiries and maintain a high degree of collaboration and teamwork
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Work closely with other departments to understand business requirements and collaborate on solutions that will result in continuous process improvements to simplify and streamline customer service functions
  • Ensure that customer requests are investigated, followed-up, and that they receive the correct response within the prescribed service level.
  • Manage and guide the operations of the customer service and call centre teams in order to efficiently respond to queries and complaints within satisfaction and delivery targets

    Minimum Qualifications and Experience

  • Bachelor’s degree in relevant field. Professional customer service, marketing and/or sales qualification such as CIM, MSK
  • Five years experience in sales, customer service or marketing role in the banking industry or other service oriented organisation.
  • Must be organised, analytical and take the concept of client confidentiality very seriously
  • Must have strong attention to detail and ability to make sound business decisions in a timely fashion
  • Excellent verbal and written communication skills with the ability to communicate at all levels internally and externally
    Interested and suitably qualified individuals should forward their applications, enclosing copies of their academic and professional certificates, detailed CV indicating work experience, daytime contacts and addresses of 3 professionally relevant referees to reach the undersigned by Friday, 16th September.

    Only short listed candidates will be contacted.

    The Head of Human Resources Consolidated Bank of Kenya Ltd P.O. Box 51133 - 00200 Nairobi

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