Customer Service Manager at Armada

On Tuesday, February 18th, 2014
JOB TITLE: Customer Service Manager JOB CODE: CSM/GJ/140130
NUMBER OF POSITIONS OPEN: 1 REPORTS TO:
LOCATION: Nairobi, Kenya CLOSING DATE:  Open Until Filled

SUMMARY:

PRIMARY RESPONSIBILITIES:

Job Purpose: To manage the productivity and effectiveness of the customer service assistants; create, monitor and manage key performance indicators (KPI’s). Other responsibilities include:

  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
  • Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; benchmarking best practices; analyzing information and applications.
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing net promoter scores; implementing changes that drive growth.
  • Develops and manages the customer service assistants team; disseminating processes, procedures, and new techniques to the team;
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Accomplishes information systems and organization mission by completing related results as needed.

SKILLS AND CERTIFICATION:

  • Demonstrated experience in Customer Service
  • Process Improvement
  • Decision Making
  • Managing Processes
  • Staffing Planning
  • Tracking Budget Expenses
  • Analyzing Information
  • Developing Standards
  • Help Desk Experience
  • Emphasis on Excellence.

HOW TO APPLY:

 

Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address through this link: Customer Service Manager

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