The person will be responsible for achieving excellent customer service for the organisation, and engage with the Senior Management Team to develop and implement customer service policies and procedures that will achieve and exceed customer service experience expectation.
Key Duties and responsibilities
- Providing help and advice to customers using the organisation's products or 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, sales executives or top management.
- Handling and resolving customer complaints.
- Keeping accurate records of discussions or correspondence with customers
- Analysing statistics or other data to determine the level of customer service your organisation is providing.
- Producing written information for customers, often involving use of computer packages/software.
- Writing reports analysing the customer service that your organisation provides.
- Developing feedback or complaints procedures for customers to use.
- Developing customer service procedures, policies and standards for the organisation or department.
- Meeting with other managers to discuss possible improvements to customer service.
- Training staff and customer service representatives to deliver a high standard of customer service.
- Leading or supervising a team of customer service staff.
- Learning about your organisation's products or services and keeping up to date with changes.
- Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
- Build and maintain effective communication channels between sales management and other departments to ensure smooth execution of business plans and strategies
Requirements
- Minimum Business Degree / Diploma preferably in Marketing / Communication / Public Relation
- At least 5 years customer service management experience
- Solid experience in directing Customer Service Operations with demonstrable successes in leading, building and developing a team
- Strong understanding of customer service
- Excellent communication skills and an astute negotiator
- Strong analytical, problem-solving and decision-making skills
- Great ideas and who can think out of the box
- Strong sense of teamwork and ability to work cross functionally with minimal supervision
- High level of integrity.
- Good knowledge of IT systems and software.
If you feel you fit the above role, please send your CV only quoting the job title on the email subject to jobs@alternatedoors.co.ke
N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.
N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.
Only candidates short-listed for interview will be contacted.
For unsolicited applications,please drop your CV in our offices (Devan Plaza, Westlands 4th Floor) Monday to Friday- 3pm- 5.30pm ONLY.