To ensure that the needs of our customers are being satisfied. Your aim is to provide excellent Customer Service/ Experience and to promote this idea throughout the organization, manage Customer service teams and deliver Customer driven targets.
Roles for the Customer Service Manager Job
Achieve 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; identifying customer service trends; determining system improvements; implementing change.
Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Improves customer service quality results by evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Providing help and advice to customers using our organization’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
Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
Issuing refunds or compensation to customers
Keeping accurate records of discussions or correspondence with customers
Analyzing statistics or other data to determine the level of customer service your organization is providing
Developing feedback or complaints procedures for customers to use
Training staff to deliver a high standard of customer service
Leading or supervising a team of customer service staff
Customer Service Manager Job Requirements
A Bachelor Degree in business related filed from a recognized institution
Diploma in Customer Service
3 years’ experience in Customer management field
Skills
Strong Customer Service management skills;
Excellence emphasis
Technical acumen;
Problem-solving and decision-making abilities;
Analytical skills and a good eye for detail;
The ability to cope under pressure;
Planning and organization skills;
Good communication and presentation skills;
Numerical skills and the ability to evaluate costs;
The ability to understand broad business issues.
Strong interpersonal skills;
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If you believe you have what it takes to deliver, please send us your detailed CV indicating your preferred area of operation by 24 July 2017 to the following email address; hr@paciskenya.comOnly shortlisted candidates will be contacted.

Apply via :

hr@paciskenya.com