Customer Service Manager Job in Nairobi, Kenya


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Position: Customer Service Manager

Location: Nairobi, Kenya

Industry: Manufacturing

Our Client, a leading and the most innovative paint company in East Africa providing tailor-made solutions to the construction and retail segments of the market with innovative products, services, and world-class after-sales support is urgently seeking to hire a versatile, enthusiastic, and well-organized Customer Service Manager.

The successful candidate will ensure all customer complaints and queries are addressed satisfactorily so as to increase customer satisfaction and loyalty by performing the following duties;

Essential Duties & Responsibilities:

  • Ensuring products & services are delivered to cash customers in a timely manner
  • Planning and setting clear goals for customer service function
  • Building sustainable relationships with key partners to ensure business continuity and growth
  • Improving customer service standards, policies, and procedures
  • Managing resources and assets to achieve qualitative and quantitative targets
  • Conducting customer satisfaction surveys and reviewing service levels
  • Identifying and implementing strategies to improve quality of service, productivity, and profitability
  • Liaising with company management to support and implement growth strategies
  • Coordinating and managing customer service projects and initiatives
  • Recommending appropriate reward and recognition plans for the department
  • Conducting performance reviews for team members
  • Leading in the implementation of EHS/ ISO and good housekeeping standards
  • Managing the departmental budget
  • Other duties and responsibilities assigned as per business needs

Key Competencies & Qualifications:

  • Bachelor’s Degree in Business Administration, Marketing, PR/Communication, or any other related field with a Psychology (added advantage) background from a recognized institution.
  • Must have at least 5 years of experience in Customer Operations
  • In-depth knowledge of customer service software, databases, and CRM tools
  • In-depth knowledge of customer service principles and practices
  • Current with relevant technology trends and applications
  • Product knowledge Ability to effectively communicate written and verbally to all levels of management
  • Results-oriented, detail-oriented, organized, able to multi-task, meet tight deadlines, and willing to work beyond normally scheduled work hours as necessary
  • Organizational skills and the ability to be proactive and take initiative

How to Apply

If you’re up to the challenge, kindly send your CV and cover letter only

to [email protected]

before the closing of business on 20 July 2022.

Clearly indicate the position applied for and the expected salary on the subject line.

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