Job Details
We are looking for an experienced Customer Service Manager based in Kenya to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. Location: Nairobi, Kenya Main responsibilities / key accountability: – Team Management – Receive & advise customers orders – Dispatch orders internally to the appropriate production centers – Ensure orders are processed internally & sent back, according to customer timing expectations – Secure optimum visibility of orders status to customers – Validate orders good reception with customers – Manage customer complaints & help smooth / speed up issues resolution – Build, maintain & follow-up “customers perceived quality” dashboard ; pre-empt internal alarms in case of issues & recommend actions to be implemented – Document customer care processes & recommend quality service improvements – Secure, with general & finance management, customers payment collections
Key success factors
Management skills
Communication, listening, problem solving, organization & reporting skills
Customer focus & service satisfaction
Email / phone availability & reactivity to customer requests
Visibility obtained internally from respective production centers
Product ranges & services knowledge Other skills needed
Proficient with Microsoft Office (Excel / Word / Powerpoint)
Language : English (mandatory)
Experience in Customer service Management
Any experience in the optical industry would also be appreciated
