Kenswitch Customer Service Manager Jobs in Kenya

Kenswitch Customer Service Manager Jobs in Kenya


Summary of Key responsibilities

  • Developing and Improving Customer Service Procedures, Policies and Standards for the customer service department and the company.

  • Providing leadership to Customer Service staff.

  • Providing help to customers using the company’s products and services.

  • Conducting customer surveys to measure customer satisfaction and improve services.

  • Managing customer relationships.

  • Handling telephone, email, letter and face-to-face inquiries from customers.

  • Keeping accurate records of discussions or correspondence with customers.

  • Investigating and solving customers’ problems which may be complex or long-standing, that have been escalated by customer service analysts.

  • Analyzing reports and other data to determine the level of customer service the company is providing.

  • Providing management reports on customer service.

  • Liaising with business and technical teams on the company’s services and keep up to date with changes.

  • Providing required training to staff to deliver a high stand of customer service.

  • Providing management with recommendations on the strategic plans for customer service.

  • Ensuring communication between all the company departments is maintained effectively in order to ensure quality services.

    Educational Level, Professional qualification and Skills

  • Degree in Business Administration or Business Management from a recognized University.

  • 5
    years’ Customer Service Management experience in a fast pace

  • IT/Financial/Corporate environment.

  • Good listening skills for effective communication.

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

  • Ability to work well under pressure.

  • Must have good presentation/customer –facing skills including writing skills.

  • Good Problem-solving skills.

  • Organization and planning skills to develop customer service procedures, policies, and standards.

  • Creative thinking to able to come up with new ideas to improve customer service standards.

  • Proactive with abilities to engage with other professionals at different levels.

  • Motivation skills and an ability to supervise and lead a team of customer service assistants.

    How to Apply

    For more information and job application details, see; Kenswitch Customer Service Manager Jobs in Kenya

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