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
to recruitment@linkarkconsultants.com
before the closing of business on 20 July 2022.
Clearly indicate the position applied for and the expected salary on the subject line.