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Sep 7, 2016
Uchumi
Vacancy: Customer Relationship Manager
Purpose of Job: The Customer Relationship Manager"s role will be to Plan, co-ordinate and control the activities of the customer relationship team to maintain and enhance customer relationships and meet organizational and operational objectives
Reporting to: Head of Marketing
Contract Time: 1 year contract (renewable)
Contract Location: Nairobi with frequent travel to the regional branches
Key Job Accountabilities
- Develop and implement customer relationship policies and procedures
- Define and communicate customer relationship standards
- Oversee the achievement and maintenance of agreed customer relationship levels and standards
- Direct the daily operations of the customer relationship team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Ensure the necessary resources and tools are available for quality customer relationship delivery
- Review customer complaints
- Track customer complaint resolution
- Handle complex and escalated customer relationship issues
- Monitor accuracy of reporting and data base information
- Analyze relevant data to determine customer relationship outputs
- Liaise with company management to support and implement growth strategies
- Co-ordinate and manage customer relationship projects and initiatives
- Ensure budget requirements are met
- Evaluate and performance manage staff
- Identify and address staff training and coaching needs
- Cascade Training materials to the Branch Customer service team to train the branch
Qualifications and skills required
- KCSE level of education
- Passion and zeal for customer service
- Excellent communication, negotiating and interpersonal skills
- Excellent customer service and relationship management
Work experience
- Over 3 years experience in customer service
- 2 Years experience at a supervisory level
How to Apply
email your application to Recruitment@uchumi.com
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