Customer Service Manager at Covenant Executives

Qualifications for the Customer Service Job

• Bachelors degree in business related course.

• Minimum 5 years experience in similar capacity. Prior experience in freight industry is an added advantage.

• Knowledge of a customer management system a must- therefore have acceptable IT skills to help develop and manage such a system.

• The staff will report to the Managing Director and perform the stated duties below as part of a team to meet the department and organization’s targets as per the stated KPIs and to achieve our company vision as currently articulated.

• The CS manager will have high integrity, a proven track record and exciting opportunity for advancement, and will ensure the department is appropriately staffed and running in an efficient and profitable manner, increase customer satisfaction, loyalty and retention.

• He/she will set up a system within which the following shall be adhered to by all organization’s staff as company policy.

Customer Service Manager Job Responsibilities

• Efficient Communication and management of customer service standards

• Achievement of agreed customer service levels and communicated CS targets.

• Plan, prioritize, direct and delegate work tasks to ensure proper functioning of the department and that the functions’ activities are aligned to departmental and Company objectives

• Monitor communication and ensure the necessary resources and tools are available for quality customer service delivery.

• Accurate processing of customer quotations, within agreed timescales

• Review customer complaints and track customer complaint resolution appropriately.

• Analyse statistics or other data to determine the level of customer service our organisation is providing.

• Identify and implement strategies to improve quality of service, productivity and profitability.

• Issue approval on matters relating to customer service department.

• Determines customer service requirements by maintaining contact with customers; visiting clients; conducting surveys; benchmarking best practices; and analyzing information.

• Keep ahead of industry’s developments and apply best practices to areas of improvement.

• Take heed of broadcast through various media i.e. emails, sms, calls, whatsapp etc. and implement the requirements of the same.

• Learn and adopt best practices to improve performance daily.

• Maintain a workable and acceptable succession plan for your JD (train your colleagues to handle your tasks in your absence).

Any other related duty assigned.

Anticipated start date: Immediately
Duty station: Nairobi.
Salary: Commensurate with experience & qualifications.