Position: Head Customer Care Services
Salary: 80,000k
Location: Nairobi
As a
customer service head, your most important role is leading and motivating a
team of staff to ensure they’re giving the best customer service possible.
Duties and Responsibilities
- Improve
customer service experience, create engaged customers and facilitate
organic growth.
- Take
ownership of customer’s issues and follow problems through to resolution.
- Set
a clear mission and deploy strategies focused towards that mission.
- Develop
service procedures, policies and standards.
- Keep
accurate records and document customer service actions and discussions.
- Analyze
statistics and compile accurate reports.
- Helping
to develop and implement a customer service policy for an entire
organisation;
- Finding
ways to measure customer satisfaction and improve services;
- Recruit,
mentor and develop customer service agents and nurture an environment
where they can excel through encouragement and empowerment
- Keep
ahead of industry’s developments and apply best practices to areas of
improvement.
- Control
resources and utilize assets to achieve qualitative and quantitative
targets.
- Adhere
to and manage the approved budget.
- Maintain
an orderly workflow according to priorities.
Requirements
- Proven
5 years’ working experience as a Head of customer service
- Experience
in providing customer service support.
- Excellent
knowledge of management methods and techniques.
- Working
knowledge of customer service software, databases and tools.
- Awareness
of industry’s latest technology trends and applications
- Ability
to think strategically and to lead.
- Strong
client-facing and communication skills
- Advanced
troubleshooting and multi-tasking skills
- Customer
service orientation
- BS degree in Business Administration or related field
Kindly send your CV to wendy@nawirikenya.com with the subject
line as the HEAD CUSTOMER CARE SERVICES
