Head of Customer Service Jobs in Kenya

137

 

Qualifications: Minimum of 1st degree and appropriate experience. MBA preferable

 

Key Requirement: Must have exceptional customer service experience. Preferably from FMCG industry.

 

Key attributes:

– A self-starter with an obsession for great customer service

– Goal orientated

– Excellent communication skills – both written and verbal

– High performer who craves the challenges of career growth and development, and a natural leader with a demonstrable history of coaching and developing others. Engaging, influential and motivating, and have outstanding communication skills.

 

Overall:

Initially the main focus is to be the voice of the customer and setting up systems, processes and overall preparedness for launch, including 3rd Party selection. Therefore organizational, documentation and project management skills will be key initially.

From launch:

– Lead the Customer experience team including outsourced elements

– Monitor the KPIs and drive continuous improvements to ensure an outstanding – Customer Experience

– Prepare the Customer Experience dashboard

 

 

Core Responsibilities

 

a)   Development and delivery of a “customer journey” that

b)   Provide customer orientated direction in the development and roll out of the technology platform

c)   Establish the basis for a customer service function and knowledge base to enhance and support customer experience (delivery to be outsourced)

d)   Document and assist in the base features of various customer orientated marketing tools, including website, apps, social media, etc

e)   Assist in development of various customer KPI reporting tools

f)   Drive rigorous quantitative and qualitative analyses of customer feedback, journeys and pain points using leading practice research and analytics methodologies

g)   Lead the executive level voice of the customer which includes the development and sharing of customer stories and identify opportunities and areas having the greatest impact on loyalty or growth that will provide us a competitive advantage

h)   Establishing an effective regular and timely communications plan with the Company and / or Board. Deliver (at a minimum) a weekly report and review to the MD of key deliverables and priorities

i)   Contributing to and following an effective communication plan with other contractors and / or partners engaged by the Company

j)   Develop research questions to affirm any assumptions with consumers

k)   To assess the principal risks of the Company as regards Customer Experience efforts and to ensure that these risks are being monitored and managed

to ensure effective internal controls and management information systems are in place;

to abide by specific internally established control systems and authorities, to lead by personal example and encourage all contractors to conduct their activities in accordance with all applicable laws and the Company’s standards and policies, including its environmental, safety and health policies.

to ensure that the Company has appropriate systems to enable it to conduct its activities both lawfully and ethically;

to ensure that the Company maintains high standards of corporate citizenship and social responsibility wherever it does business;

l)   Ensuring that all customer engagement efforts meet relevant regulatory standards

m) To carry out other duties as may be reasonably requested from time-to-time by the Company, Board and / or other related parties, consistent with the skills and experience presented by the Contractor

How to Apply

Submit your CV and Application online : Click Here

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