Customer Service Manager Job Vacancy in Nairobi, Kenya

Job Title: Customer Service Manager

Location: Nairobi, Kenya

Industry: Manufacturing

Our Client, a leading and the most innovative paint company in East Africa providing tailor-made solutions to the construction and retail segments of the market with innovative products, services, and world-class after-sales support is urgently seeking to hire a versatile, enthusiastic, and well-organized Customer Service Manager.

The successful candidate will ensure all customer complaints and queries are addressed satisfactorily so as to increase customer satisfaction and loyalty by performing the following duties;

Essential Duties & Responsibilities:

  • Ensuring products & services are delivered to cash customers in a timely manner
  • Planning and setting clear goals for customer service function
  • Building sustainable relationships with key partners to ensure business continuity and growth
  • Improving customer service standards, policies, and procedures
  • Managing resources and assets to achieve qualitative and quantitative targets
  • Conducting customer satisfaction surveys and reviewing service levels
  • Identifying and implementing strategies to improve quality of service, productivity, and profitability
  • Liaising with company management to support and implement growth strategies
  • Coordinating and managing customer service projects and initiatives
  • Recommending appropriate reward and recognition plans for the department
  • Conducting performance reviews for team members
  • Leading in the implementation of EHS/ ISO and good housekeeping standards
  • Managing the departmental budget
  • Other duties and responsibilities assigned as per business needs

Key Competencies & Qualifications:

  • Bachelor’s Degree in Business Administration, Marketing, PR/Communication, or any other related field with a Psychology (added advantage) background from a recognized institution.
  • Must have at least 5 years of experience in Customer Operations
  • In-depth knowledge of customer service software, databases, and CRM tools
  • In-depth knowledge of customer service principles and practices
  • Current with relevant technology trends and applications
  • Product knowledge Ability to effectively communicate written and verbally to all levels of management
  • Results-oriented, detail-oriented, organized, able to multi-task, meet tight deadlines, and willing to work beyond normally scheduled work hours as necessary
  • Organizational skills and the ability to be proactive and take initiative

How to Apply

If you’re up to the challenge, kindly send your CV and cover letter only


before the closing of business on 20 July 2022.

Clearly indicate the position applied for and the expected salary on the subject line.