• Customer Service Manager Job at Covenant Executives

  • Posted on: 17 January, 2017 Deadline: Not Specified
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    We pride ourselves as the leading HR & Management Consultancy currently headquartered in Africa. Covenant Executives Ltd is a renowned organization for high level of professionalism in all branches. We specialize in recruitment of human capital & HR advice to Companies. Over the years, we have been trusted by large Companies; Multinationals, Blue chip Companies, Corporates for applying best practices. Our core values are: Excellence, Professionalism, Teamwork, Accountability, Integrity & Communication.

    Customer Service Manager


    Qualifications for the Customer Service Job

    • Bachelors degree in business related course.

    • Minimum 5 years experience in similar capacity. Prior experience in freight industry is an added advantage.

    • Knowledge of a customer management system a must- therefore have acceptable IT skills to help develop and manage such a system.

    • The staff will report to the Managing Director and perform the stated duties below as part of a team to meet the department and organization’s targets as per the stated KPIs and to achieve our company vision as currently articulated.

    • The CS manager will have high integrity, a proven track record and exciting opportunity for advancement, and will ensure the department is appropriately staffed and running in an efficient and profitable manner, increase customer satisfaction, loyalty and retention.

    • He/she will set up a system within which the following shall be adhered to by all organization’s staff as company policy.

    Customer Service Manager Job Responsibilities

    • Efficient Communication and management of customer service standards

    • Achievement of agreed customer service levels and communicated CS targets.

    • Plan, prioritize, direct and delegate work tasks to ensure proper functioning of the department and that the functions’ activities are aligned to departmental and Company objectives

    • Monitor communication and ensure the necessary resources and tools are available for quality customer service delivery.

    • Accurate processing of customer quotations, within agreed timescales

    • Review customer complaints and track customer complaint resolution appropriately.

    • Analyse statistics or other data to determine the level of customer service our organisation is providing.

    • Identify and implement strategies to improve quality of service, productivity and profitability.

    • Issue approval on matters relating to customer service department.

    • Determines customer service requirements by maintaining contact with customers; visiting clients; conducting surveys; benchmarking best practices; and analyzing information.

    • Keep ahead of industry’s developments and apply best practices to areas of improvement.

    • Take heed of broadcast through various media i.e. emails, sms, calls, whatsapp etc. and implement the requirements of the same.

    • Learn and adopt best practices to improve performance daily.

    • Maintain a workable and acceptable succession plan for your JD (train your colleagues to handle your tasks in your absence).

    Any other related duty assigned.

    Anticipated start date: Immediately
    Duty station: Nairobi.
    Salary: Commensurate with experience & qualifications.

    Method of Application

    Only applications with similar experience shall be contacted. Please specify, job title & previous/current gross pay salary on subject line. Kindly email cover letter & updated resume (word document format) to: recruitment@covenantexecutives.co.ke

    Use this format please on subject line: Customer Service Manager, previous/current gross pay (XXXXXX insert salary). NOTE: Consider unsuccessful if not contacted within 7 days

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