Customer Service Manager
Job Summary
The job-holder will be responsible for standardizing customer service and experience across the DTM network to ensure that the team offers top level, prompt, courteous and efficient service to customers, achieving exhilarating customer experiences.
The job-holder will be responsible for standardizing customer service and experience across the DTM network to ensure that the team offers top level, prompt, courteous and efficient service to customers, achieving exhilarating customer experiences.
Key Duties and Responsibilities
- Develop customer service standards and devise ways to measure and monitor the same.
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Implement the standards DTM wide.
- Coordinate with other support departments to ensure facilitation of service delivery and implement growth strategies.
- Analyze relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of service, productivity and profitability
- Co-ordinate and manage customer service projects and initiatives
- Evaluate and performance and management of staff
- Identify and address staff training and coaching needs
- Conduct customer service audits.
- Coordinate the complaint handling process.
- Track customer complaint resolution
- Handle complex and escalated customer service issues
- Monitor accuracy of reporting and data base information
Qualifications
- Bachelor’s degree in a business related field.
- At least 5 years’ experience in handling customer Service at a managerial/supervisory level.
- Good knowledge of Bank Operations and Audit will be an added advantage.
Key Competencies
Personal attributes & skills required in undertaking the role:
Personal attributes & skills required in undertaking the role:
- Should be able to foster and imbibe excellent service values to all relevant staff.
- Excellent communication and presentation skills.
- Leadership Skills. Socially Confident - at ease with meeting people, knows what to say and is quick to establish rapport.
- Quick thinker - is able to think on their feet.
- Resilient – emotionally restrained, rarely upset by criticism.
- Optimistic – able to keep spirits up despite setbacks.
- Innovative – generates ideas, shows ingenuity, and thinks up solutions.
- Achievement/ results orientated - Needs to do well, enjoys challenges, and is strongly motivated to achieve impressive results.
- Assertive - will put forward an idea or view despite opposition and without violating rights of others
- Affiliative – shares with and consults others, enjoys working in a collaborative context.
All applicants must apply online to the email hr@rafiki.co.ke closing date is 1st March 2013.
Canvassing will automatically disqualify the candidate.
Only shortlisted candidates will be contacted. “We are an equal opportunity employer”.