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27/04 Beena Thomas
Recruiter - Consultant at Questa Global

Views:190 Applications:61 Rec. Actions:Recruiter Actions:4

Customer Service Manager - Call Center & In Store - Retail Industry (3-10 yrs)

Kenya/Overseas/International Job Code: 1086539

Customer Service Manager - Call Center & In Store - Retail Industry


Customer Service Manager Call Center & In Store

We are seeking a highly-skilled Customer Service Manager with experience in the Retail Industry. Should be a strategic thinker, effective communicator, problem solver and an expert in call centre management, using KPI's to measure performance, and utilizing technology to enhance customer experiences.

Responsibilities :

- Primary responsibility will be for call centre and all related activities, and customer service and experience in branches.

- Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counselling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

- Meets customer service financial objectives by putting systems in place to track and measure all leads, conversions, complaints.

- Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications.

- Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes.

- Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques.

- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Requirements :

- Proven working experience as a customer service manager

- Experience in providing customer service support in a call centre setting

- Excellent knowledge of management methods and techniques

- Excellent proficiency in English

- Working knowledge of customer service software, databases and tools

- Awareness of industry's latest technology trends and applications

- Ability to think strategically and to lead

- Strong client-facing and communication skills

- Advanced troubleshooting and multi-tasking skills

- Customer service orientation

- Net salary above market rate.

Additional benefits - Housing, transport, inpatient medical cover and return air ticket every two years

Women-friendly workplace:

Maternity and Paternity Benefits

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