Customer Service Manager - Nairobi

Job Description

We are looking for a Customer Service Manager. The Customer Service Manager is responsible for overseeing the customer service department, ensuring high levels of customer satisfaction, and managing a team of customer service representatives. This role focuses on improving customer experience, resolving complex issues, and developing strategies to enhance service delivery.

Key Responsibilities

• Lead, supervise, and support the customer service team to achieve performance targets
• Develop and implement customer service policies, procedures, and standards
• Handle escalated customer complaints and ensure timely resolution
• Monitor customer interactions to ensure quality and professionalism
• Analyze customer feedback and identify areas for improvement
• Prepare and present performance reports to senior management
• Train, coach, and mentor customer service staff
• Collaborate with other departments to improve customer experience
• Manage customer service tools, systems, and CRM platforms
• Ensure compliance with company policies and industry regulations

Qualifications and Requirements

• Bachelor’s degree in Business Administration, Management, or related field
• Proven experience in customer service or a managerial role
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Problem-solving and decision-making skills
• Proficiency in customer service software and CRM systems
• Ability to work under pressure and handle difficult situations

Key Skills

• Leadership and team development
• Customer relationship management
• Conflict resolution
• Communication skills
• Time management and organization
• Analytical and reporting skills

Key Performance Indicators (KPIs)

• Customer satisfaction score (CSAT)
• Customer retention rate
• Average response and resolution time
• Number of resolved complaints
• Team productivity and performance

How to Apply

Apply ( I already have an account : log in )