Corporate Staffing Services Customer Operations Manager Jobs in Kenya

Corporate Staffing Services Customer Operations Manager Jobs in Kenya

Key Responsibilities
  • Co-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 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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