Customer Service Manager at CfC Life
We are a leading insurance services company affiliated to Liberty Group, a wealth management company represented in 14 African countries with a focus of making a difference in our customer’s lives.
We believe in responding to the changing consumer and market needs through innovative solutions and technologically efficient processes.
To help us advance this goal, we are seeking talented, self motivated and skilled individuals of high personal integrity to fill the following senior management positions:
Job Title: Manager – Customer Service
Job Location: CfC House, Nairobi
Purpose of the Job: To drive the Customer Service Strategy and to manage the Customer Service staff to deliver customer-centric solutions and; to build and maintain relationships which help to grow our bottom line
Job Objectives
- To create initiatives that will maintain persistency levels over 80% to ensure that the business retain clients
- To drive initiatives to improve the customer satisfaction index
- To effectively manage the customer experiences by leveraging on technology to ensure customer loyalty
- To create an environment that delivers good customer service and a positive customer experience
- To identify, create, implement and perfect processes and procedures to implement the Customer Service Strategy
- To provide people management and leadership through performance management of the customer Service and the contact centre team to ensure high performance culture
- To provide people management and leadership through performance management of the customer Service and the contact centre team to ensure high performance culture
Academic and Professional Qualification
- Business or a Social Science degree.
- MBA will be an added advantage
- ACII or FLMI
Experience and Knowledge
- 5+ years hands on experience working within a busy customer service environment, 3 of which must be at managerial level with at least 2 years leadership exposure.
- Product Knowledge
- Knowledge of contact centre management
Specific Computer Skills
- Proficiency in Microsoft Office
Technical Job related skills
- Building customer loyalty
- Business Acumen
- Conflict Resolution and negotiations skills
- Contact centre professional development
- Customer Relationship management
- Decision making and problem solving
- Handling difficult calls
- Business communications
If you meet the requirements of the above position please send an email application together with detailed and updated CV and contacts of three professional references to hr@cfclife.co.ke by 19 March 2014
