Head of
Customer Service
Location: Nairobi
Industry: Telecommunication
Our client
is a highly innovative telecom company, with the vision to enable affordable
mass-market voice and data communications in developing countries seeks to
recruit Head of Customer Service
- Creation
and approval of the Customer Service Plan for each financial year
- Provide
quality team leadership and direction in order to ensure delivery of
reputable world class Customer Support, and promote and maintain the
Company’s image
- Successful
Execution of the approved Customer Service Plan, Review team output, align
where needed
- Successful
Management and overall performance of the Customer Service Team
- Set
targets for the direct reports and their teams; track progress, monitor,
evaluate and adjust where necessary
- Continuously
identify new customer feedback channels and improve existing feedback
channels in order to achieve set response rates.
- Identify
opportunities that Customer Service can use to increase sale
- Handling
clients complaints and queries in accordance with the company’s guidelines
and policies and propose solutions for the same.
- Identify
learning requirements within team and act upon those
- Assist
in enabling and empowering the team to get the work done
- Ensure
compliance with established standard policies and procedures
- Help
set up and improve workflow processes when and where needed
- Manage
external vendors and agency partners as needed
Education & Experience
- Bachelor’s
degree in Business Administration or related field
- Over
5 years’ experience in customer service roles
- Internet
and/or ISP experience is a must, telecommunications is also nice
- Excellent
knowledge of customer support tools
To apply, send your CV and cover letter only to
recruit@flexi-personnel.com before 8th April, 2016.
Clearly
indicate the position applied for and expected remuneration on the subject
line.
Flexi personnel does not charge candidates for job placement.
