Housing
Finance (HF), Kenya’s Premier mortgage company with country wide operations has
exciting opportunities for talented, dynamic, self-driven and results oriented
individuals who are committed to performance excellence.
Customer Service Manager
The main purpose for this role is to support the delivery of the business’
objectives through the development, implementation and maintenance of
strategies, policies and standards for relationship management in order to
enhance customer acquisition and retention and loyalty.Customer Service Manager
The successful applicant will be responsible for the following
key result areas:
·
Ensure the company develops and implements a customer service
strategy which is aligned to the brand and overall company strategy.
·
Ensure the customer service strategy is benchmarked against
global best practice and recommend and implement appropriate changes to the
strategy.
·
Provide personalized, simplified and long term customer
relationship management to enhance customer experience and loyalty.
·
Monitor the experience delivered across all our channels and
provide relevant and innovative solutions to enhance customer service delivery.
·
Identify and implement customer service improvement initiatives
by planning, leading and monitoring processes and standards to ensure service
level agreements are in line with the customer expectations and market trends.
·
Utilise customer profiles to ensure customer service models meet
their unique needs.
·
Prepare various reports for management information and provide
recommendations for decision making.
·
Managing the staff in the department with regards to
performance, coaching and development.
The ideal candidate should possess:
·
Degree in a business related field from a recognized institution
·
4 years’ experience in customer service, 2 of which must be in
banking 2 of which must be at management level.
·
Knowledge and proficiency in Customer Relationship Management
·
Knowledge in industry benchmark and research tools
·
Strong analytical skills , with good numerical interpretation
ability
·
Proven leadership and management skills
·
Excellent Interpersonal skills with ability to influencing
others positively
·
Have good presentation and communicate skills both orally and in
writing
·
Excellent customer service skills
·
Good problem solving skills
·
Strong negotiation skills
To apply, please send your application letter and detailed CV
to:
Director, Change & Strategy
Housing Finance,
Rehani House,
P.O. Box 30088 GPO 00100 Nairobi.
Applications should be sent via e-mail to human.resources@housing.co.ke on or before 20th March 2012.
This advert can also be downloaded from our website www.housing.co.ke
Note: Only short listed candidates will be contacted
Director, Change & Strategy
Housing Finance,
Rehani House,
P.O. Box 30088 GPO 00100 Nairobi.
Applications should be sent via e-mail to human.resources@housing.co.ke on or before 20th March 2012.
This advert can also be downloaded from our website www.housing.co.ke
Note: Only short listed candidates will be contacted
