Customer Service Job in Kenya

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Head of Customer Service
Location: Nairobi
 
Industry: Telecommunication
Our client is a highly innovative telecom company, with the vision to enable affordable mass-market voice and data communications in developing countries seeks to recruit  Head of Customer Service
 
Duties and Responsibilities
  • Creation and approval of the Customer Service Plan for each financial year
  • Provide quality team leadership and direction in order to ensure delivery of reputable world class Customer Support, and promote and maintain the Company’s image
  • Successful Execution of the approved Customer Service Plan, Review team output, align where needed
  • Successful Management and overall performance of the Customer Service Team
  • Set targets for the direct reports and their teams; track progress, monitor, evaluate and adjust where necessary
  • Continuously identify new customer feedback channels and improve existing feedback channels in order to achieve set response rates.
  • Identify opportunities that Customer Service can use to increase sale
  • Handling clients complaints and queries in accordance with the company’s guidelines and policies and propose solutions for the same.
  • Identify learning requirements within team and act upon those
  • Assist in enabling and empowering the team to get the work done
  • Ensure compliance with established standard policies and procedures
  • Help set up and improve workflow processes when and where needed
  • Manage external vendors and agency partners as needed
Education & Experience
  • Bachelor’s degree in Business Administration or related field
  • Over 5 years’ experience in customer service roles
  • Internet  and/or ISP experience is a must, telecommunications is also nice
  • Excellent knowledge of customer support tools

   How to Apply

   

To apply, send your CV and cover letter only to [email protected] before 8th April, 2016.
Clearly indicate the position applied for and expected remuneration on the subject line.
Flexi personnel does not charge candidates for job placement.

 

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