Salary: Ksh 150,000
Job summary :
On behalf of our client in the retail/Manufacturing industry, we are looking for a competent , skilled, and experienced Customer Experienced Manager to work in Nairobi.
The job holder will be responsible for implementing all aspects of customer support and service across all channels within the Country.
The role holder is also responsible for supporting the end-to-end cycle of all customer experience touchpoints and implementing cross-functional initiatives to enhance customer journeys.
DUTIES & RESPONSIBILITIES :
Duties and Responsibilities
Design and implement standards/procedures for ensuring optimal customer experience.
Conduct surveys to gather information on customer opinion of rendered services.
Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company.
Establish communication mediums through which customers can readily contact the company and vice versa.
Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
Prepare and manage annual budgets in achieving set objectives and goals
Conduct studies and research to discover new techniques necessary for improving customer experience
Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
KNOWLEDGE, SKILLS, AND EXPERIENCE :
Minimum Bachelor’s Degree in Marketing, Business Administration, Commerce or relevant
8+ years in a similar position
5+ years of experience working within the retail industry
Strong analytical and technical skills
Project management
Strong communicator and presentation skills
Excellent organizational and time management skills
Interested and qualified candidates should forward their CV to: info@summithrmc.com using the position as subject of email.
Apply via :
info@summithrmc.com
