Job Title: Customer Service Manager
Job Code: CSM/PRC/160506
Number of Positions Open: 1
Reports To: Head of Commercial
Location: Nairobi, Kenya
Closing Date: Open Until
Filled
Summary: Our client is a Real Estate company looking for a Customer Service Manager.
Summary: Our client is a Real Estate company looking for a Customer Service Manager.
The goal is
to keep the department running in an efficient and profitable manner, to
increase customer satisfaction, loyalty and retention and to meet their
expectations.
Primary Responsibilities:
Primary Responsibilities:
- Improve
customer service experience, create engaged customers and facilitate
organic growth
- Take
ownership of customers 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
- Analyse
statistics and compile accurate reports
- 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 utilise assets to achieve qualitative and quantitative
targets
- Adhere
to and manage the approved budget
- Maintain
an orderly workflow according to priorities
Qualifications
and Experience:
- Bachelor’s
degree in Business, Marketing or relevant discipline –
- Proven
working experience as a customer service manager
- Experience
in providing customer service support
- Working
knowledge of customer service software, databases and tools
- Experience
in Customers service/marketing
- Excellent
communication and inter-personal skills
- Creative
team player and results oriented individual.
- Leadership
Skills: Customer service managers will need to motivate the team, work
with them to make sure they abide by all company policies and procedures.
- Ability
to think strategically and to lead
- Advanced
troubleshooting and multi-tasking skills
How to
Apply:
Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address by scrolling down and clicking on: Customer Service Manager
Kindly include your current and expected remuneration in your application.
