Customer Service Manager Jobs in Nairobi, Kenya
Customer Service Manager Jobs in Nairobi, Kenya Our client is a fast growing internet service provider in the country.
They seek to hire an efficient and effective Customer Service Manager who will be in charge of the call centre and ensure the delivery of world-class, professional customer service to their customers and foster high-quality front line service.
Manage the implementation of new systems or features to ensure proper support of processes
Identify training and development requirements, and manage disciplinary issues.
Monitor performance of the agents and account managers and report daily, weekly and monthly on progress
Communicate agreed customer service performance standards and targets
Measure individual performance against standards and targets
Ensure effective resolution of all escalated issues
Design action plans to close any performance gaps
Provide monthly recommendations and demonstrate improvement in performance on statistical basis.
Implement performance investigations and disciplinary steps where necessary.
Ensure policies, procedures and processes are completely understood by all agents and are adhered to.
Define requirements for new systems or features required to support customers
Test new systems or changes to existing systems
In liaison with the Technical teams, roll out new systems or feature changes
Ensure proper training of staff on new systems or changes to existing systems
Ensure availability of proper working tools for agents and account managers
Develop motivation plans for the team and contribute to the wider company plans to improve staff well being
Skills & Qualifications
Bachelor’s degree preferably in Business or Social Sciences.
5 – 8 years of experience leading customer service teams
Experience leading call centre operations
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
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
email@example.com before Monday 13th July 2020.
Kindly indicate current/last salary on your CV.
N.B: We do not charge any fee for receiving your CV or for interviewing.
Only candidates short-listed for interview will be contacted.
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