Customer Service Manager
Recours Four Kenya Consultants Limited
Full-time
On-site
Nairobi Nairobi County Kenya
Company Description
Our Client is looking for an experienced and dedicated Customer Service Manager to lead and oversee our customer service team. The ideal candidate will be responsible for ensuring excellent customer experiences, developing strategies to enhance service delivery, and building a motivated team to handle customer inquiries effectively.
Job Description
Team Leadership and Management
Recruit, train, and supervise customer service staff.
Set clear performance goals and provide ongoing feedback and coaching.
Schedule and manage team workloads to ensure timely responses to customer inquiries.
Customer Experience Optimization
Develop and implement strategies to improve customer satisfaction and loyalty.
Handle complex customer issues and complaints, ensuring they are resolved efficiently and professionally.
Monitor and measure customer service performance through feedback and surveys.
Policy and Process Development
Create, update, and enforce customer service policies and procedures.
Identify areas for process improvement and implement changes to enhance service delivery.
Collaboration and Communication
Act as a liaison between customers and internal departments to address issues and enhance the customer experience.
Collaborate with sales, marketing, and product teams to align customer service goals with business objectives.
Data Analysis and Reporting
Analyze customer service metrics, such as response times, resolution rates, and customer satisfaction scores.
Prepare and present regular reports to senior management on customer service performance and trends.
Technology and Tools Management
Oversee the use of customer service software and tools to ensure efficiency.
Recommend and implement new technologies to improve the customer service process.
Qualifications
Education: Bachelor’s degree in Business Administration, Communications, or a related field (Master’s degree is a plus).
Experience:
Proven experience in a customer service leadership role.
5+ years in customer service, with at least 2 years in management.
Skills:
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Problem-solving and conflict resolution expertise.
Proficiency in CRM software and customer service platforms.
Analytical skills with the ability to interpret data and metrics.
Our Client is looking for an experienced and dedicated Customer Service Manager to lead and oversee our customer service team. The ideal candidate will be responsible for ensuring excellent customer experiences, developing strategies to enhance service delivery, and building a motivated team to handle customer inquiries effectively.
Job Description
Team Leadership and Management
Recruit, train, and supervise customer service staff.
Set clear performance goals and provide ongoing feedback and coaching.
Schedule and manage team workloads to ensure timely responses to customer inquiries.
Customer Experience Optimization
Develop and implement strategies to improve customer satisfaction and loyalty.
Handle complex customer issues and complaints, ensuring they are resolved efficiently and professionally.
Monitor and measure customer service performance through feedback and surveys.
Policy and Process Development
Create, update, and enforce customer service policies and procedures.
Identify areas for process improvement and implement changes to enhance service delivery.
Collaboration and Communication
Act as a liaison between customers and internal departments to address issues and enhance the customer experience.
Collaborate with sales, marketing, and product teams to align customer service goals with business objectives.
Data Analysis and Reporting
Analyze customer service metrics, such as response times, resolution rates, and customer satisfaction scores.
Prepare and present regular reports to senior management on customer service performance and trends.
Technology and Tools Management
Oversee the use of customer service software and tools to ensure efficiency.
Recommend and implement new technologies to improve the customer service process.
Qualifications
Education: Bachelor’s degree in Business Administration, Communications, or a related field (Master’s degree is a plus).
Experience:
Proven experience in a customer service leadership role.
5+ years in customer service, with at least 2 years in management.
Skills:
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Problem-solving and conflict resolution expertise.
Proficiency in CRM software and customer service platforms.
Analytical skills with the ability to interpret data and metrics.