Director Customer Service at Nairobi City County Public Service Board

Job Requirement

• Bachelor's degree in Communication, International Relations, Marketing, or a related field
•  A Master's degree will be an added advantage.
• Have relevant experience of not less than three (3) years at senior Management level
•  Seven (7) years of experience in customer service or related roles.
•  At least 5 years in a leadership or managerial position.
•  Experience in strategic planning, customer relationship management (CRM), and service operations.

SKILLS & COMPETENCIES

• Leadership & Team Management – Ability to lead and motivate large customer service teams.
•  Customer Experience (CX) Strategy – Expertise in developing and implementing service strategies.
• Communication & Problem-Solving – Strong ability to resolve customer issues and improve satisfaction
• Data Analysis & CRM Tools – Proficiency in customer analytics, call center metrics, and CRM software.
• Process Improvement – Experience with Six Sigma, Lean, or other process optimization methods.
• Tech-Savvy – Familiarity with AI chatbots, automation, and digital customer service platforms.
•  Interpersonal & Conflict Resolution – Ability to handle escalations and build customer trust.

Job Description

• Oversee all customer service operations, including supervising and mentoring customer service managers, team leads, and staff.
• Promote a customer-first mindset across the organization and instill customer service values within the team.
• Define key performance indicators (KPIs) and measurable goals for the customer service team to achieve operational excellence.
• Organize and oversee training programs for customer service representatives to ensure they have the necessary skills to deliver high-quality support.
• Create and implement long-term strategies that improve customer satisfaction, retention, and loyalty.
• Analyze trends in customer feedback and complaints to identify areas for improvement in service offerings or products.
• Ensure that the company provides seamless support through multiple channels (phone, email, live chat, social media, etc.).
• Develop and execute strategies to enhance customer retention, reduce churn, and increase repeat business
• Work cross-functionally with other departments (e.g., marketing, sales, IT) to ensure the customer experience is consistent, streamlined, and aligned with the brand’s values.
• Design and maintain systems for capturing and analyzing customer feedback, including surveys, focus groups, and customer reviews.
• Ensure prompt and effective resolution of customer complaints and issues, aiming to turn negative experiences into positive outcomes.
• Monitor and manage day-to-day customer service operations, ensuring timely and accurate responses to inquiries.
• Develop the department’s budget and allocate resources effectively to ensure operational efficiency.
• Prepare and present reports on customer service performance to upper management, highlighting achievements, challenges, and areas of improvement.
• Ensure that service levels meet or exceed the company’s expectations by regularly auditing and reviewing customer service calls and interactions.
• Oversee the recruitment of customer service personnel, ensuring a strong and qualified team.
• Set clear objectives and performance expectations for team members, conducting regular evaluations and providing constructive feedback.
• Implement strategies to keep the team motivated and engaged, improving morale and reducing turnover.
• Identify, implement, and optimize the use of customer service technologies (CRM systems, helpdesk software, live chat platforms) to enhance service delivery.
• Develop and promote self-service tools, such as FAQs, knowledge bases, and automated systems, to empower customers and reduce support volume.
• Use customer data and analytics to make informed decisions and improve service delivery processes.
• Contribute to strategic business planning and decision-making by representing customer service perspectives and insights.
• Create and implement policies and procedures that govern customer service operations, ensuring consistency and best practices.
• Ensure that customer service activities comply with all relevant industry regulations, standards, and company policies.
• Act as a point of contact for high-level or complex customer service issues that require senior management attention.
• Manage customer service communications during crises or service disruptions, ensuring that the customer experience remains as positive as possible.
• Regularly track and assess customer satisfaction through surveys, NPS (Net Promoter Score), and other measurement tools.
• Provide regular reports on customer service performance, highlighting trends, customer insights, and actionable recommendations.
• Research and monitor competitor customer service practices and industry trends to maintain a competitive edge.
• Manage the customer service department’s budget and ensure cost-effective delivery of services.
• Allocate resources appropriately based on the volume of customer inquiries and service demands.
• Serve as the voice of the customer in organizational decision-making processes, ensuring customer needs are represented and prioritized.
• Foster strong, long-term relationships with key customers and stakeholders, contributing to customer loyalty and business growth.