Are you a guru when it comes to customer relationship management? Are you a natural problem solver? Do you have amazing communication skills? Watu Credit is hiring!
About the Role
The Customer Service Manager will take the lead in managing customer relationships. This will be through redesigning customer service and customer experience strategies to ensure Watu Credit’s customer service is top notch. This position will be based in Mombasa.
Detailed Responsibilities
Strategy
Develop and implement customer service policies and procedures by setting up the necessary systems and processes
Identify and implement strategies to improve quality of service, productivity and profitability
Define and communicate customer service standards
Creation of customer retention and loyalty program
Liaise with company management to support and implement growth strategies
Coordinate and manage customer service projects and initiatives
Ensure budget requirements are met
Identify and address staff training and coaching needs
Provide overall customer service leadership
Operations
Oversee the achievement and maintenance of agreed customer service levels and standards. This will be done through administering customer surveys and mystery shopping
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Direct the daily operations of the customer service team
Ensure the necessary resources and tools are available for quality customer service delivery
Review, track and resolve customer complaints
Handle complex and escalated customer service issues
Monitor accuracy of reporting and database information
Analyze relevant data to determine customer service outputs
Evaluate and performance manage staff
Desired Candidate Profile
Does This Sound Like You?
You have a Bachelor degree in Business Administration or similar
You have 4 – 10 years experience in a similar position
Management experience in “institutional” Customer Care in an international company, ideally with experience in same function outside Kenya or multinationals based in Kenya is highly desirable
You have in-depth knowledge of customer service principles and practices as well as customer service software, databases and CRM tools
You are conversant with current relevant technology trends and applications
You have experience in the use and management of social media platforms
You have experience with customer surveys / monitoring and evaluation (measuring service performance)
You have a strong, service-oriented personality
You have an engaging and motivating management style
You are flexible when it comes to traveling around Kenya to conduct systematic appraisals and trainings
Fluency in both English and Kiswahili is required
