Position Title: Customer Service Manager
The Customer Service Manager is responsible for leading and promoting a positive culture of improved customer experience by handling client queries, resolving complaints, and providing feedback to promote the brand and business
Key Responsibilities
Functional Service
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Maintain a high standard of customer service, ensuring all customer needs are met efficiently.
- Handle customer complaints professionally, escalating issues to senior management when necessary.
- Conduct market research to identify new trends in customer preferences and behaviour.
Internal Relations and Supervisory Responsibilities
- Identify areas for staff training to address frequent complaints and improve products or services.
- Train, coach, and develop customer service staff to provide excellent service.
- Collaborate with other departments to process customer requests promptly.
- Support the development of training programs to enhance team members' customer service skills.
Management Advisory:
- Analyze data to identify customer preferences, satisfaction levels, and product or service complaints.
- Attend trade shows and conferences to network with potential and existing customers.
Requirements
- Diploma or BA degree in business, communications, or related field.
- 2 years of customer service experience in a management role.
- Good interpersonal skills, communication, and negotiation abilities.
- Integrity, dependability, and confidentiality.
- Computer proficiency and presentation skills.
- Planning and organization skills.
- Ability to work under pressure.
Application Procedure
Interested and qualified candidates are invited to submit a detailed curriculum vitae and details of their current remuneration package by 23rd October 2023 to: careers@skillsglobal.co.ke.