HF Group Customer Service Manager Jobs in Kenya

HF Group Customer Service Manager Jobs in Kenya

Reporting To: Business Planning Manger & Head of Customer Experience

Overall Job Purpose

The Customer Service Manager will be responsible for supporting the customer service function within Mortgage Business & HFDI aimed at raising the standard of service and creating uniformity in service delivery.

He /She will monitor the quality of service provided across the various channels and liaise with relevant departments for improvement.

The role holder will also ensure excellent customer service standards and maintain high customer satisfaction through quick resolution and escalation of customer queries in order to ensure customer retention.

Principle Accountabilities

Deploying strategies focused towards achieving the organizational and departmental goals.

Systematic monitoring and reporting of channel performance and impact on customer experience.

Create uniformity in service delivery and develop accountable skills to ensure championing of customer voice.

Maintain documentation regarding employee performance and meet with employees periodically to discuss progress toward work goals.

Monitoring efficiency of channel performance (including tools) and impact on service delivery.

Regularly obtain customer feedback to gauge impact of initiatives around service improvement in the assigned areas.

Collate customer feedback through interviews and customer feedback forms to

ensure that we meet customer expectations.

Minimum Qualifications, Knowledge and Experience

A Degree from a recognized university

4 years working experience in Customer service.

Excellent knowledge of Call center operations, procedures and quality assurance metrics.

Key Competencies and Skills

Planning and organisation skills

Strong communication and questioning skills

Good interpersonal Skills

Good numerical and analytical skills

Time management skills

Good selling/influencing skills

Quality conscious

Sensitivity to customer issues

Team working and Networking skills

Presentation Skills

Negotiation Skills

Listening Skills

Customer Focused

Good understanding of the bank’s processes and procedures

Application Deadline

22 September 2022

Subsidiary

HFDI

Job Category

IT/Telecoms

How to Apply

For more information and job application details, see: ( HF Group Customer Service Manager Jobs in Kenya

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