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27/04 Beena Thomas
Recruiter - Consultant at Questa Global

Views:211 Applications:66 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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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