CSS Kenya - Client Service Manager - Jobs in Kenya

CSS Kenya - Client Service Manager - Jobs in Kenya

Our client is a global health service company that administers employee benefits programmes, healthcare and crisis management services geared towards helping people improve their health, well-being and peace of mind.

They are seeking to hire a Client Service Manager who will support the team manager in managing a team of Customer Service Representatives.

Key to the role will be developing and coaching the team to deliver a high quality customer centric service offering.

Responsibilities

  • Accountable to review and assess inventory levels coordinating daily goals and planning and adjust where needed in view of achieving KPIs
  • Ensuring productivity, quality and customer satisfaction are managed within own team and motivation of the individuals and team to achieve the operational KPI’s
  • Being proactive in identifying improvement/enhancement opportunities and be an active owner of seeking and sharing ideas for innovation in business processes.
  • Striving to provide excellent service to our members and clients
  • Ensure strong employee engagement within the team, including day to day involvement, motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Communication Management Team.
  • Ensure appropriate performance management actions are taken
  • Having quarterly check-in conversations with all team members
  • Promote a culture of continuous improvement and be fully accountable for the implementation of new ways of working and the measurement of the results in alignment with the broader
  • Communication Strategy and in coordination with the Management Team
  • Taking ownership of any escalated cases and provide updates to the Team manager on any issues
  • Proactively address and/or escalate any risks to the team Manager
  • Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.
  • Actively encourage all team members to do likewise
  • Option to take over SPOC role for particular clients/accounts if required
  • Being able to represent the organization during client visits, absences, stakeholder meetings, or act as a relationship manager towards some of our strategic partners.

    Qualifications
  • Degree in Communications/ Marketing or a related field of study
  • 2 years of relevant leadership experience
    in a call center or client service functions
  • Strong performance track record in customer service
  • International mind-set, with holistic view and able to work remotely with peers across locations
  • Experience and/or interest in coaching, managing, developing and motivating individuals and conflict management
  • Excellent communication skills, English and French speaking candidates will be rated highly.
  • Experience in complaint management – with a proven track record in improving customer service standards
  • Superior presentation skills, and knowledge of Window tools, e.g. Excel, PowerPoint, Windows
  • A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
  • Excellent interpersonal skills: strong empathy and listening skills, strong articulation and communications skills, passionate.
  • Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutions among the team members
  • Action-orientated problem-solving attitude, ability to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
  • Results orientated – ability to cascade and translate goals, establish plans and manage work to achieve desired outcomes. Create meaningful business related metrics and track progress/results
  • Accountability – assume ownership for achieving personal results and collective team goals

    How to Apply
  • Please only send your CV quoting the job title in the email subject (Client Service Manager) to vacancies@corporatestaffing.co.ke before 7th June 2019
  • Kindly indicate current/last salary on your CV.
  • We do not charge any fee for receiving your CV or for interviewing.
  • Only applicants meeting the strict criteria outlined above will be contacted for interviews.
  • For more information and job application details, see; CSS Kenya - Client Service Manager - Jobs in Kenya

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