Our client is a
reputable independent data, voice and IP provider with operations in East,
Central and South Africa.
Our client is
looking for a young and enthusiastic professional for the position of Customer Care
Manager.
This role will
report directly to the Managing director.
Job Purpose: The
customer service manager ensures that the needs of customers are being
satisfied by providing excellent customer service and maintain high customer
satisfaction levels at all times
Key Responsibilities
- Achieving customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
- Determining customer service requirements by maintaining contact with customers.
- Improving customer service quality results by studying, evaluating and re-designing processes.
- Maximizing customer operational performance by providing help desk resources and technical advice.
- Meeting customer service financial objectives and budgeting for all service activities by forecasting financial requirements.
- Management of the service contracts and agreements.
- Analysing data or statistics to identify the customer service level, the organization is providing.
- Ensure any network changes planned to be carried out are communicated to customers who will be affected at least 72hrs before the exercise
- Conducting and interpreting customer survey feedback to help with improving customer service.
- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service executives;
- Training customer service staff to deliver excellent customer service and undertaking staff appraisals and recruitment.
- Developing customer service standards, policies and procedures for the organization.
- Developing feedback or complaints procedures for customers to use.
- Maintaining an up-to-date list of clients’ contacts.
- Managing departmental resources to ensure they are used effectively
Minimum Requirements
- Bachelor’s degree in business preferably with an MBA from a recognized university.
- CIM or any other marketing related qualification will be added advantage.
- At least 7 years of customer service experience serving in senior managerial positions.
- Strong experience in relationship/customer service management preferably in the Telco or ICT solutions sector.
- Experience in developing and executing strategic plans.
- Strong verbal, written, presentation and effective listening skills.
- Be customer centered.
Key Skills
- Customer service.
- Strategy development and execution
- Process improvement.
- Tracking budget expenses.
- Excellence oriented.
- Developing standards.
Salary Budget: Kshs.300, 000 Gross
How to apply:
If you are
interested in the position and have the skills and competencies our client is
looking for, we would like to hear from you.
Please forward a
copy of your updated resume, and your current salary and benefits package to info@dorbe-leit.co.ke (Indicating the
JOB TITLE on the Subject Line) before close of business 14th March 2014.
Only successful
candidates will be contacted.
