Human Capital Synergies Customer Service Manager Jobs in Kenya

Human Capital Synergies Customer Service Manager Jobs in Kenya


Overall purpose:

  • The job holder is responsible for excellent customer service and ensures customer satisfaction in order to achieve the company’s set objectives. .

    Key Operational Responsibilities.

    • Develop and implement sound customer service strategies, policies and procedures.

    • Prepare and implement an approved annual customer service budget for the department.

    • Efficient customer relations handling.

    • Efficient Complaints Handling.

    • Efficient communication with customers and daily follow ups to ensure their needs are satisfactorily met.

    • Work closely with Sales team to ensure that there are no delays in processing customer’s orders as well as addressing complaints or enquiries.

    • Follow up customers to ensure they receive optimal value from purchased products/services.

    • Analyze customer care data and statistics to obtain results useful in taking key business decisions.

    • Maintain proper record of all customer care operations and activities for reference purposes.

    • Conduct surveys to determine the opinion of customers regarding our products/services.

    • Produce periodic analysis reports.

    Technical/operational competencies.

    • Strong communication skills.

    • Customer Service/relationship Skills.

    • Excellent problem-solving Skills.

    • Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations

    Demonstrable ability to lead and manage teams.

    • Excellent analytical and organizational skills.

    • Ability to work independently and handle multiple projects.

    • Good personal presentation.

    • Ability to make Decisions under pressure.

    • Good commercial and business understanding.

    Key Qualification and Experience:

    • Bachelor’s degree preferably in marketing or business administration, or in a related field.

    • At least 5 years’ progressive experience in customer service preferably in FMCG or equivalent.

    • Membership to a professional body is an added advantage.

    • Certificate of good conduct from DCI.

    How to Apply

  • Applicants who meet the requirements stated above should send their applications and detailed CVs with a day - time telephone number with Driver on the Subject line to

  • jobs1@hcsafrica.com


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