Wadi Degla Investments K Limited – Customer Service Manager.

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IMPORTANT: Read the application instructions keenly, Never pay for a job interview or application.

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We are looking for a passionate and experienced Customer Service Manager to lead our customer service department. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing member programs, and setting customer satisfaction goals.

To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also require leadership and interpersonal skills.

Responsibilities:
 
• Monitor the Customer Service team’s performance.
• Provide tips to customer service admins to help them better understand their roles.
• Respond and handle complaints.
• Investigate customer problems/concerns and finds solutions in a timely manner.
• Establish customer service policies and procedures.
• Offer suggestions and improvements to management based on customers’ feedback.
• Does their best to placate the customer while still adhering to company rules & regulations.
• Train, coach, and mentor employees on how to deliver the world-class customer service.
• Compiles and print reports on overall customer satisfaction.
• Works with management on customer service initiatives.
• Manage all customers enquires from a different platforms & get the right feedback to answer the customer concerns.
• Supervise day-to-day operations in the customer service department.
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on the findings.
• Hire and train new customer service agents.
• Manage the approved budget of the customer service department.
• Stay informed on the latest industry techniques and methods.

Requirements:

• Bachelor’s degree in Business Administration or relevant field.

• A minimum of 5 years’ proven experience in a customer service team- lead or managerial position.

• Proficiency in Microsoft Office and customer service software.

• Outstanding written and verbal communication skills.

• Good understanding of management practices and techniques.

• Excellent leadership and interpersonal skills.

• Excellent problem-solving skills

• Excellent organizational and efficiency skills

• Outstanding analytical and reporting skills

How to Apply:

If you are up to the challenge, possess the necessary qualification and experience, please send your CV quoting the job title on the email subject (Customer Service Manager) to Kenyatalents@wdclubsafrica.com

Kindly indicate current/last salary on your cover letter.

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