Customer Service Manager at Public Service Commission Kenya (PSCK)

This position will ensure the company’s profitability through customer satisfaction, loyalty and retention and by ensuring customers’ expectations are met.

Customer Service Manager Job Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth;
• Take ownership of customers issues and follow problems through to resolution;
• Set a clear mission and deploy strategies focused towards that mission;
• Develop service procedures, policies and standards;
• Keep accurate records and document customer service actions and discussions;
• Analyze statistics and compile accurate reports;
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment;
• Keep ahead of industry’s developments and apply best practices to areas of improvement;
• Control resources and utilize assets to achieve qualitative and quantitative targets;
• Adhere to and manage the approved budget; and
• Maintain an orderly workflow according to priorities.

Qualifications for the Customer Service Manager

• Bachelor’s degree in Business, Marketing or relevant discipline.
• Minimum of 5 years’ experience in a similar position.
• Experience in Call center an added advantage
• Working knowledge of customer service software, databases and tools;
• Experience in Customers service/marketing;
• Excellent communication and inter-personal skills;
• Creative team player and results oriented individual; and
• Leadership Skills: Customer service managers will need to motivate the team, work with them to make sure they abide by all company policies and procedures