Business Development Manager(Customer Service) at Fanisi HR Solutions

Our client in manufacturing seeks to hire a Business Development Manager (Customer Service). Reporting to the Sales Manager, the BDM will be the overall team lead charged with driving service excellence and championing customer satisfaction. He/she will ensure that his/her team meets the set sales targets and offers quality services. The company is located in Mlolongo Machakos County.

Gross Salary 65,000/= Kes

Duties and Responsibilities

1. Champion service excellence and service improvement initiatives 
2. Identify opportunities for customer-centric process improvements
3. Ensure that customer complaints and issues are properly resolved in a timely manner
4. Ensure team adherence to the complaint management processes, CRM and service level agreement
5. Provide management information and spearhead continuous improvement
6. Drive better customer experience standards and ensure adherence to product knowledge
7. Ensure constant review of the team’s metrics and processes to comply with best practices
8. Review and coordinate the rollout of the customer feedback management process
9. Improve and maintain effective internal Quality Assurance policies & procedures
10. Generate sales on e-commerce, cold calling and walk-in clients
11. Ensure timely invoicing and provision of presale and after-sale service
12. Recruit, supervise, train, motivate, coach and mentor sales teams
13. Conduct performance appraisals and generate training needs analysis 
14. Ensure individual and sales team sales targets are met 
15. Any other duty that may be assigned from time to time

Required Specifications

1. Minimum of a diploma in marketing, customer care or diploma in a related field
2. Experience working with SMEs in the manufacturing industry and in a similar position 
3. At least 5 years’ experience with 2 years in a team leader position
4. Experience in customer service management, marketing and/or sales
5. Successful track record in B2C sales and negotiation and experience in online sales techniques
6. A strong customer-oriented focus
7. A strong, resilient, mature and accountable individual
8. Excellent verbal and written communication skills