Head of Customer Service at Solutech Limited

Job Description

• Preparing and managing monthly, quarterly and annual budgets for the department.
• Improve customer service experience and facilitate organic growth for inbound calls.
• Develop plans and targets (KPIs) for the department.
• Develop Customer Service procedures, policies and standards.
• Develop and maintain knowledge base of all the Company’s products.
• Plan trainings and facilitate the development of the customer service and account management team.
• Analyse statistics and compile accurate reports on customer issues resolution.
• Implement and maintain effective methods for gathering customer satisfaction data.
• Keep accurate records of discussions or correspondence with customers.
• Oversee overall customer service and account management across the Company (manage and maintain long-lasting relationships with customers).
• Assist with recruitment, mentoring, nurturing and appraisals of new and existing team members.
• Support other departments with customer-service-related issues.

Requirements

• 1+ Years of experience in a similar role, preferably within the tech industry.
• 3+ Years of experience in Customer Service Management.
• At least a degree in Business, Customer Service or any related field.
• Experience in working with Customer Service management software tools.
• Deep understanding of Service Level Agreements.
• Strong leadership, organizational, interpersonal and planning skills.
• Must be able to collaborate in teams.
• Advanced troubleshooting, technical and multi-tasking skills.
• Must have good listening and communication skills both written and oral (Proficiency in English and Swahili)
• Must have confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
• Must have good time management skills.
• Creative thinking, to be able to come up with new ideas to improve customer service standards.