Customer Service Manager at Kenswitch

Reporting to: Head of Operations

Summary of Key responsibilities;

• Developing and Improving Customer Service Procedures, Policies and Standards for the customer service department and the company.
• Providing leadership to Customer Service staff.
• Providing help to customers using the company’s products and services.
• Conducting customer surveys to measure customer satisfaction and improve services.
• Managing customer relationships.
• Handling telephone, email, letter and face-to-face inquiries from customers.
• Keeping accurate records of discussions or correspondence with customers.
• Investigating and solving customers’ problems which may be complex or long-standing, that have been escalated by customer service analysts.
• Analyzing reports and other data to determine the level of customer service the company is providing.
• Providing management reports on customer service.
• Liaising with business and technical teams on the company’s services and keep up to date with changes.
• Providing required training to staff to deliver a high stand of customer service.
• Providing management with recommendations on the strategic plans for customer service.
• Ensuring communication between all the company departments is maintained effectively in order to ensure quality services.

Educational Level, Professional qualification and Skills

• Degree in Business Administration or Business Management from a recognized University.
• 5 years’ Customer Service Management experience in a fast pace IT/Financial/Corporate environment.
• Good listening skills for effective communication.
• Confidence, patience, politeness, tact, and diplomacy when dealing with difficult situations.
• Ability to work well under pressure.
• Must have good presentation/customer –facing skills including writing skills.
• Good Problem-solving skills.
• Organization and planning skills to develop customer service procedures, policies, and standards.
• Creative thinking to able to come up with new ideas to improve customer service standards.
• Proactive with abilities to engage with other professionals at different levels.
• Motivation skills and an ability to supervise and lead a team of customer service assistants.