Bridge Talent Management Customer Service Manager Jobs in Kenya

Bridge Talent Management Customer Service Manager Jobs in Kenya

Job Purpose:

  • The CXM will lead and promote a positive culture of improved customer experience. The role is responsible for handling client queries to successful resolve of complaints and provide timely feedback in a way to promote the brand and grow the business.The role reports pattern of complaints, from product, process or peoples’ skills gap to the GM for follow-up on corrective action to eliminate complaints and achieve excellence in Customer service.

    Key Responsibilities

  • Develop and implement strategies to improve customer satisfaction and loyalty.

  • Maintain an excellent standard of customer service by ensuring that all customers’ needs are met in a timely and efficient manner.

  • Handle customer complaints in a professional and courteous manner, escalating to senior management when necessary,

  • Lead and inspire the customer service representatives and all customer-facing staff.

  • Stay up-to-date on industry developments and best practices

  • Conducting market research to identify new trends in customer preferences and behavior

  • Identify, participate and support training of staff frequent complaints and areas for improvement of our products or services, including customer engagement skills and systems.

  • Train, coach, and develop customer service staff to ensure they are providing the highest level of service possible.

  • Managing the overall performance of customer service representatives by coaching them to interact, deal with customer complaints and improve their performance on a regular basis.

  • Liaise with other departments within the organization to ensure smooth communication and efficient
    resolution of customer queries by promoting teamwork and collaboration.

  • Working closely with other departments, operations, finance, marketing etc. to ensure that customer requests are processed promptly and properly.

  • Support development of training programs to improve customer service skills among team members.

  • Analyze data to identify trends in customer preferences, satisfaction levels, and complaints regarding our products or services.

  • Attend trade shows and conferences to network with potential and existing customers.

  • Prepare reports for senior management on customer service metrics and KPIs.

  • Manage customer service budgets and departmental expenditure.

  • Participate and support improvement of our products or services.

  • Effectively disseminating CEO’s expectations down the organization.

  • Maybe called from time to time to do other duties but within the scope of this role.


  • Diploma or BA degree in business, communications, or related field.

  • Experience in customer service with at least 3 years in a management role.

    How to Apply

    For more information and job application details, see; Bridge Talent Management Customer Service Manager Jobs in Kenya

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