Head of Customer Service Job in Nairobi Kenya

Mar 31, 2016

Head of Customer Service
 

Location: Nairobi
 

Industry: Telecommunication
 

Our client is a highly innovative telecom company, with the vision to enable affordable mass-market voice and data communications in developing countries seeks to recruit  Head of Customer Service
 

Duties and Responsibilities

• Creation and approval of the Customer Service Plan for each financial year


• Provide quality team leadership and direction in order to ensure delivery of reputable world class Customer Support, and promote and maintain the Company’s image


• Successful Execution of the approved Customer Service Plan, Review team output, align where needed


• Successful Management and overall performance of the Customer Service Team


• Set targets for the direct reports and their teams; track progress, monitor, evaluate and adjust where necessary


• Continuously identify new customer feedback channels and improve existing feedback channels in order to achieve set response rates.


• Identify opportunities that Customer Service can use to increase sale


• Handling clients complaints and queries in accordance with the company’s guidelines and policies and propose solutions for the same.


• Identify learning requirements within team and act upon those


• Assist in enabling and empowering the team to get the work done


• Ensure compliance with established standard policies and procedures


• Help set up and improve workflow processes when and where needed


• Manage external vendors and agency partners as needed

Education & Experience

• Bachelor’s degree in Business Administration or related field


• Over 5 years’ experience in customer service roles


• Internet  and/or ISP experience is a must, telecommunications is also nice


• Excellent knowledge of customer support tools

To apply, send your CV and cover letter only to recruit@flexi-personnel.com before 8th April, 2016. 

Clearly indicate the position applied for and expected remuneration on the subject line.

Flexi personnel does not charge candidates for job placement.