Corporate Staffing Services - Customer Service Manager - Jobs in Kenya
Corporate Staffing Services - Customer Service Manager - Jobs in Kenya
Our client is an internet service provider whose main aim is to provide affordable and reliable internet solutions to rural and unconnected communities thus bridging the digital divide.
They seek to hire an efficient and effective Customer Service Manager who will ensure the delivery of world-class, professional customer service to their customers and foster high-quality front line service.
Industry:
Telecommunication
Location:
Nanyuki
Salary:
Competitive Based on Experience
Responsibilities
Monitor, intervene, measure and track service provision performance both per individual and as a team
Monitor both inbound and outbound call volumes and the quality of calls.
Ensuring briefings are held with the customer service team to share service delivery expectations
Ensure daily, weekly and monthly reporting on inbound and outbound calls and performance against KPIs
Manage and handle escalated issues related to customer complaints and retention calls, emerging issues on the floor, major system outages for follow-through and feedback to front office teams
Provide effective management of all escalated issues, document recommendations and ensure implementation leads to improved performance
Consolidate and validate training and development requirements the customer service team
Continuously coach and mentor the team
Hold one-on-one discussions with team members to enable focus on individual issues that affect performance
Manage staff disciplinary issues where coaching and training have failed to achieve the desired increase in performance
Document all absences and ensure records are updated on available systems
Drive a customer-centric culture across the organization
Monitor, track and report on the viability of work resources, working systems and workstations
Ensure that operations are
within the approved budget
Qualifications
An undergraduate degree preferably in Business or Social Sciences.
At least 5 years’ experience in a customer service environment, 3 of which should be at a supervisory level.
Excellent written and verbal communication skills
Excellent interpersonal skills.
Proactive, results-oriented, confident, energetic and able to work under pressure with a positive attitude
Must have good problem solving and analytical skills as well as decision-making abilities
Must have good leadership and supervisory skills coupled with hands-on experience in mentoring and coaching staff
Good organization and planning skills
Good report writing and presentation skills
How to Apply
Interested and qualified candidates should apply online by 2nd April 2019
If you are up to the challenge, possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Customer Service Manager – Nanyuki) to vacancies@corporatestaffing.co.ke
Kindly indicate current/last salary on your CV.
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 Service Manager - Jobs in Kenya
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