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  • Posted: Dec 3, 2018
    Deadline: Not specified
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    Watu Credit Limited is a dynamic and fast-growing non-bank finance company. Watu Credit Limited harnesses technology to offer unsecured lending, primarily via mobile services. We aim to become the leading African provider of a broad set of inclusive financial products, delivered through technology in a fast, efficient and professional manner.
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    Customer Service Manager


    Are you a guru when it comes to customer relationship management? Are you a natural problem solver? Do you have amazing communication skills? Watu Credit is hiring!

    About the Role

    The Customer Service Manager will take the lead in managing customer relationships. This will be through redesigning customer service and customer experience strategies to ensure Watu Credit’s customer service is top notch. This position will be based in Mombasa.

    Detailed Responsibilities

    • Strategy
      • Develop and implement customer service policies and procedures by setting up the necessary systems and processes
      • Identify and implement strategies to improve quality of service, productivity and profitability
      • Define and communicate customer service standards
      • Creation of customer retention and loyalty program
      • Liaise with company management to support and implement growth strategies
      • Coordinate and manage customer service projects and initiatives
      • Ensure budget requirements are met
      • Identify and address staff training and coaching needs
      • Provide overall customer service leadership
    • Operations
      • Oversee the achievement and maintenance of agreed customer service levels and standards. This will be done through administering customer surveys and mystery shopping
      • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
      • Direct the daily operations of the customer service team
      • Ensure the necessary resources and tools are available for quality customer service delivery
      • Review, track and resolve customer complaints
      • Handle complex and escalated customer service issues
      • Monitor accuracy of reporting and database information
      • Analyze relevant data to determine customer service outputs
      • Evaluate and performance manage staff

    Desired Candidate Profile

    Does This Sound Like You?

    • You have a Bachelor degree in Business Administration or similar
    • You have 4 - 10 years experience in a similar position
    • Management experience in “institutional” Customer Care in an international company, ideally with experience in same function outside Kenya or multinationals based in Kenya is highly desirable
    • You have in-depth knowledge of customer service principles and practices as well as customer service software, databases and CRM tools
    • You are conversant with current relevant technology trends and applications
    • You have experience in the use and management of social media platforms
    • You have experience with customer surveys / monitoring and evaluation (measuring service performance)
    • You have a strong, service-oriented personality
    • You have an engaging and motivating management style
    • You are flexible when it comes to traveling around Kenya to conduct systematic appraisals and trainings
    • Fluency in both English and Kiswahili is required

    Method of Application

    Interested and qualified? Go to Watu Credit Limited on www.linkedin.com to apply

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