Customer Service Manager Job Vacancy in Kenya

Customer Service Manager
 

Job Purpose: To ensure that the organization delivers defined

stakeholder’s experience. 

The customer service manager shall be

responsible for the existing installed customer base. 

They shall be responsible for

customer loyalty and ensuring we achieve equity goals from each customer.  

As such they are responsible for;

• Revenues of after sales services and commodity
  
  purchases from existing customer.


• Technical after sales support and maintenance,
  
  both service level agreements and adhoc services.


• Managing relationships with existing
  
  customers, receiving and managing feedback as well as assuring customer
  
  satisfaction.

• Building Commodity and service revenues from
  
  the existing customers. Responsible for revenue targets & growth of
  
  recurrent services and commodity sales



• Managing all service level agreements and
  
  ensuring we keep by the terms of reference in each case. Ensuring SLA’s
  
  are profitable and are renewed on time


• Managing break and fix adhoc support services
  
  and ensuring these services are profitable


• Ensuring existing customers remain engaged
  
  with us by constant communication and other relationship management
  
  strategies


• Managing the customer feedback system.
  
  Resolving customer problems and assuring customer satisfaction


• Analyzing statistics or other data to
  
  determine the level of customer service your organization is providing and
  
  working on targeted improvements


• Improving customer service procedures,
  
  policies and standards for the organization


• Leading, Supervising, recruitment and
  
  appraisals of the customer service department staffers


• Training other members of staff to deliver a
  
  high standard of customer service;


• Keeping ahead of developments in customer
  
  service by reading relevant journals, going to meetings and attending
  
  courses.

• BBA, BCOM Marketing or Public Relations, or
  
  other relevant Bachelor’s degree


• DIP Management


• CCNA or Cisco Sales Certification will be an
  
  added advantage


• Minimum 5 YEARS Experience in customer service
  
  an IT related or Busy service organization

Send CV and application letter to

recruit@talinda.net, with the subject being the Role you are applying

for. 

Only shortlisted candidates will be

contacted.

Submission Deadline is 30th December

2015