Customer Service Supervisor Job in Nairobi Kenya

Our

client, a group of clubs are seeking for a Customer

Service Supervisor to

oversee the customer service unit.

Mandate: Under the direction

of the General Manager and with efficiency and customer service a priority, the

Customer Service Supervisor is accountable to oversee the overall customer

service department. 

Supervises and coordinates the activities of those engaged in

handling customer-initiated inquiries, whether face to face, electronically or

by phone, in a friendly, courteous and knowledgeable manner.

• Prepare
  
  customer service activity reports including KPIs, daily/weekly operations
  
  reports, health and safety


• Be
  
  accountable to the customer for both quality and quantity of output and
  
  resolve any problems, ensuring that potential customer complaints are
  
  escalated.


• Ensure
  
  customer enquiries are responded to within two hours and that problems
  
  such as damages, shortages and nonconformance to specifications are
  
  rectified to mutual satisfaction


• Deal
  
  with any escalated customer service issues


• Participate
  
  in meetings to improve productivity, resolve customer service issues and
  
  manage workload of team


• Oversee
  
  general upkeep of office


• Offer
  
  alternative solutions to system and procedural issues that may adversely
  
  affect productivity or customer service


• Continuously
  
  monitor effectiveness of the customer service strategies aimed at reducing
  
  operating costs, including wages, and improving quality-control procedures



• Be
  
  the ‘voice’ of the customer service operation at management meetings


• Develop
  
  constructive and cooperative working relationships with those on your
  
  team, as well as cross functionally


• Handle
  
  major incidents that cannot be resolved by agents


• Provides
  
  communication and follow up to ensure representatives are fully informed
  
  of all new information related to products, customer needs and company
  
  related issues, changes or actions


• Determines
  
  work procedures, prepares work schedule and expedites workflow.


• Training
  
  agents on how to adequately address problem over the phone or how to write
  
  correspondence.


• Work
  
  with management on customer service initiatives.


• Utilize
  
  social media to respond to customer complaints and praise

Qualifications,

Skills and Competencies

• Bachelor’s
  
  degree in Public Relations


• 3
  
  years of supervisory experience in a call centre/Hotel/Banks


• Problem
  
  solving


• Customer
  
  /client focus


• Communication
  
  proficiency


• Time
  
  management

Qualified

applicants to send the application letter and CV to jobs@jantakenya.com clearly

indicating ‘Customer Service Supervisor’ on the subject line by 7th

May,2016.

Do not

attach your certificates

Only shortlisted candidates shall be contacted.