KEY PRIMARY RESPONSIBILITIES
Developing and executing the annual departmental plan and budget within approved limits;
Developing a customer service charter and implementing agreed customer service standards in accordance with the approved charter;
Reviewing identify gaps and recommending changes to internal SLAs and assisting in putting in place corrective action to adhere to customer service standards;
Conducting continuous customer service gap analysis (internal and external) and engaging stakeholders to develop and implement best solutions to fill the gaps;
Responsible for the effective running of the contact centre in liaison with the relevant business units;
Overseeing the various group customer communication platforms;
Driving development of service culture in the organization through trainings, sensitization of best practices, in-house communication, reward and recognition of service champions and other service initiatives;
Developing, implementing and managing the customer feedback policy and ensuring resolution of complaints within the agreed standards;
Collecting and analyzing customer feedback for decision making;
Training, coaching and mentoring staff in order to improve performance and cohesion within the department;
Entrenching performance-based appraisal of departmental staff in line with their set KPIs and departmental targets.
Actively and consistently demonstrate applicable APA Culture initiatives and commitment
ACADEMIC QUALIFICATIONS
Bachelor’s degree in Business/Social Science, Finance, Marketing or a related field
JOB SKILLS AND REQUIREMENTS
A confident communicator with excellent interpersonal skills and highly customer service-focused.
Excellent attention to detail.
Ability to work individually and collaboratively
Resolving customer complaints quickly and efficiently.
Management of external relationships
Team management and development.
A proactive and customer-first attitude.
Analytical skills.
Interpersonal skills.
PROFESSIONAL QUALIFICATIONS
Relevant professional Qualification
EXPERIENCE
At least 10 years’ relevant experience with at least 4 years at a supervisory level
Apply via :
recruitment@apollo.co.ke
