Description
Customer Experience Management
Coordinate front-office customer service operations.
Ensure customers receive timely, accurate and professional assistance.
Monitor adherence to customer service standards.
Handle escalated customer complaints and service issues.
Promote a customer-focused culture across the organization.
Customer Feedback and Service Improvement
Coordinate customer satisfaction surveys.
Analyze customer feedback and identify service improvement opportunities.
Monitor customer service performance indicators and prepare reports.
Maintain customer complaints and feedback records.
Recommend improvements to customer service processes.
Stakeholder Engagement
Support stakeholder engagement initiatives.
Coordinate customer education and awareness programs.
Assist in organizing customer forums and outreach activities.
Support communication and dissemination of organizational information.
Team Coordination
Supervise Customer Care Assistants and customer service support staff.
Support onboarding, coaching and mentoring of customer service personnel.
Monitor service performance and provide guidance to staff.
Promote teamwork and service excellence.
Administrative Responsibilities
Maintain customer service databases and records.
Prepare periodic customer care performance reports.
Support implementation of departmental work plans.
Participate in budgeting and procurement processes affecting customer service operations.
Perform any other duties as may be assigned from time to time.
Education
Diploma in Customer Service Management, Public Relations, Communications, Business Administration, Marketing, Public Administration, Social Sciences or a related field from a recognized institution.
More Details on Experience
Minimum four (4) years' relevant experience in customer service, stakeholder engagement or customer relations.
Demonstrated experience in a leadership or supervisory role
Demonstrated merit and ability as reflected in work performance and results.
Fulfil the requirements of Chapter Six of the Constitution of Kenya.
Required
Customer Service and Customer Experience Management
Communication and Interpersonal Skills
Leadership and Team Coordination
Conflict Resolution and Problem-Solving Skills
Report Writing and Analytical Skills
ICT Proficiency including CRM Systems
Added Advantage
Emotional Intelligence
Stakeholder Engagement Skills
Results Orientation