Corporate Staffing Services Customer Operations Manager Jobs in Kenya
Corporate Staffing Services Customer Operations Manager Jobs in KenyaKey ResponsibilitiesCo-ordinate and manage the performance of the customer service and account management teams, by setting expectations for service provision, measuring performance and intervening when necessary
Manage and handle escalated issues related to customer complaints, retention calls and emerging issues on the floor including major system outages
Drive problem root cause analysis and resolution and lead cross-functional collaboration with the relevant technical teams
Provide effective management of all escalated issues, document recommendations and ensure implementation leads to sustained improved performance
Drive the identification and resolution of systemic issues that affect services offered in a recurring manner
Lead the coaching, training and development of the customer service and account management teams
Act as the customer ambassador within the company by driving a customer-centric culture across the organization and implementing initiatives to drive customer focus
Skills & Qualifications
Bachelor’s Degree in Business Administration or a related field of study
At least 5 years’ work experience in customer service/account management, 3 of these in a management role
Experience in the telecommunication industry preferred
Knowledgeable in the use of ITIL or similar service management frameworks
Excellent communication and presentation skills, with the ability to generate and present reports
Good problem solving and analytical skills as well as decision making abilities
Good leadership and supervisory skills coupled with hands on experience in mentoring and coaching staff
How to Apply
If you are up to the challenge, possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Customer Operations Manager – Nanyuki) to firstname.lastname@example.org on or before Tuesday 1st October 2019
N.B: We do not charge any fee for receiving your CV or for interviewing.
Only candidates short-listed for interview will be contacted.
For more information and job application details, see; Corporate Staffing Services Customer Operations Manager Jobs in Kenya
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