Customer Service Manager job in Kenya

Customer Service Manager

An enthusiastic self starter with a strong drive to improve existing processes and systems is highly desired.

Key objectives will be achieving / improving / exceeding targeted customer service levels,

Responsibilities Include:

• Providing help and advice to customers using your organization’s services;
• Communicating courteously with customers by telephone, email, letter and face to face;
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
• Issuing refunds or compensation to customers;
• Keeping accurate records of discussions or correspondence with customers;
• Analyzing statistics or other data to determine the level of customer service your organization is providing;
• Producing written information for customers, often involving use of computer packages/software;
• Writing reports analyzing the customer service that your organization provides;
• Developing feedback or complaints procedures for customers to use;
• Developing customer service procedures, policies and standards for your organization or department;
• Meeting with other managers to discuss possible improvements to customer service;
• Being involved in staff recruitment and appraisals;
• Training staff to deliver a high standard of customer service;
• Leading or supervising a team of customer service staff;

Requirements:

• Bachelor degree in Business, Operations, or related field
• 2-3 years Customer Service experience
• Knowledge and understanding of Insurance concepts and application
• Strong analytical, planning and organizational skills
• Strong interpersonal and communications skills (oral & written)
• Insurance experience – added advantage
• ERP system experience - added advantage
• Self-starter with ability to work independently under pressure and react quickly to changing priorities
• Professional affiliation certification or certification in progress preferable

Applicants who meet the requirements stated above should send their applications and detailed CVs with a day - time telephone number to the email address below so as to reach us on or before 9th Sept.

cvs@careerdirections.co.ke