Customer Service Team Leader

1 month ago

Nairobi, Kenya BIC Full time

ABOUT THE COMPANY

The best in stationery

JOB SUMMARY

Educational And Professional ExperienceUniversity degree completed in relevant field.Minimum experience of 3 years’ experience in Customer Service.Business oriented mindset.Strong organization and time management skills.Efficient and can prioritize workload.Process oriented, solution driven and a continuous improvement mindset.Be able to perform in a Lean organization.People Management skills.

RESPONSIBILITIES

External stakeholdersAct as main link between the company and the customers.Ensure an effective communication and mutual understanding.Focus on understanding our customer’s needs and regularly updating customers where there is a need.Communicating any pricing updates with customers on time and ensuring the update is reflected on JDE for all customers.Manage customer escalation and claims issues effectively and resolution within a week.Ensure an effective response to customer requests, problems, and special needs.Ensuring that all issued local and export documentation including Proforma invoices and Invoices is accurate.Internal stakeholdersWorking with the Sales team to address any issues they may have regarding their orders.Implement specific payment terms together with the Finance team on JDE for each customer; align all necessary documentation to the specific payment methods and align the system to reflect these payment terms.Partnering with Finance to ensure orders are serviced as per customer credit status. Most importantly to maintain a clear audit record related to department activities.Creating and maintaining customer accounts in the system as per Sales’ request and approval from the Finance team.Liaise with the Supply and Co-packing planner to support on the orders that can be serviced based on stock availability.Support the commercial strategy and ensure the same is cascaded to the Customer Service team.Liaise with Logistics and Transportation departments to reduce order cycle times and improve fill rates while controlling the cost of serving customersOrder processingEnsuring that orders received from Customers are received on email and are legibleEnsuring that orders are entered are accurate and as per customer requests and that all lines that require cancelling are cancelled with the correct reason codeCoordinate with the Warehouse team to ensure orders are loaded and dispatched within timelines requested by customerLiaising with Supply and Co-packing planner to confirm what orders can be serviced based on stock availabilityEnsure a close follow up of daily order entering and guarantee strict order entry accuracy, review orders entered to ensure this.Overseeing order tracking to ensure orders are processed for delivery on time and as per customer requests.Monitor the process from order receipt to delivery, ensuring any credit notes are done on time.PeoplePlan and manage activities of the customer service and team to meet the needs of customers and support areas of operations.Motivate the Customer Service team to ensure they execute their roles diligently and as per the BIC values.Lead weekly meetings with the Customer Service team to review tasks and ensure completion of tasks on time.Address issues the team may have and advise on any areas that we require improvement.Manage the Customer Service team’s development areas.ReportingAttend weekly meetings with line manager to review Customer Service-related topics.Daily update the business on OIS (off invoice sales) number and explain changes.Maintain a weekly shipment outlook to review order status, priorities, and challenges and highlight any issues that may affect the OIS (off invoice sales) number.Share weekly reports with the Sales team with an update on open orders and their credit status.

REQUIRED SKILLS

Product knowledge, Customer service, Sales strategy, Supply and demand planning, Marketing

REQUIRED EDUCATION

Bachelor's degree

  • Logbooks Team Leaders at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Mwananchi Credit Ltd Full time

    Mwananchi Credit Limited was incorporated as a private limited company under the Companies Act (Cap 486) of the Laws of Kenya. It initially started operations under the names Mwananchi Microlink Ltd which was incorporated on 15th April 2010. On 10th January 2012, it later changed its names to Mwananchi Credit Limited.Responsibilities Proven experience...

  • Customer Support Regional Lead at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Bolt Full time

    Bolt, previously known as Taxify, is the leading European transportation platform providing ride-hailing and scooter-sharing services. The company's mission is to make urban travel easier, quicker, and more reliable. Customer Support Regional LeadQualificationBA/BSc/HNDWe are looking for a Regional Lead to join our Customer Support Leadership team. This...

  • Customer Service Supervisor at

    7 days ago

    Nairobi, Nairobi Area, Kenya SunCulture Kenya Ltd Full time

    Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continentAbout the role:The Customer Service...

  • Customer Service

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Ital Global Limited Full time

    We are a comprehensive Human Capital Consultancy firm dedicated to helping organizations just like yours with their HR activities and work. We believe in creating productive and fruitful relationships with our clients by adding value to your business to ensure that you get the very best return on your Human Capital spendSummaryWe are looking for a confident...

  • Customer Service Executive at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Full time

    Corporate Staffing Services is a leading recruitment agency in Kenya providing complete recruitment services. In the last ten years we have been partners to local and foreign businesses looking to hire Kenyan professionals. We have recruited for diverse clients in different sectors and industries.Responsibilities and Accountabilities Define and track Key...

  • Customer Service Executive

    1 week ago

    Nairobi, Nairobi Area, Kenya Janta Kenya Full time

    Janta Kenya is a HR Consultancy firm established with an objective of encompassing integral and necessary skills that most individuals and organizations need in everyday business.Key Responsibilities Ensure that the operations-Logistics-Sales Planning meeting takes place daily at 2pm. Track the execution of the Sales Impact Plans – daily tracking of...

  • Customer Service Executive at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Janta Kenya Full time

    Janta Kenya is a HR Consultancy firm established with an objective of encompassing integral and necessary skills that most individuals and organizations need in everyday businessKey Responsibilities Ensure that the operations-Logistics-Sales Planning meeting takes place daily at 2pm. Track the execution of the Sales Impact Plans – daily tracking of...

  • Customer Service Officer

    6 days ago

    Nairobi, Kenya Corporate Staffing Services Full time

    Customer service jobs. Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, general and Medical insurance.Job Ref. No:...

  • Customer service

    4 weeks ago

    Nairobi CBD, Kenya Stephen Muli Full time

    Serves customers by providing product and service information and resolving product and service problems.

  • Customer service

    4 weeks ago

    Nairobi CBD, Kenya Stephen Muli Full time

    Serves customers by providing product and service information and resolving product and service problems.

  • Customer Service Executive at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Reckitt Benckiser Full time

    At RB, our vision is a world where people are healthier and live better, so we're always looking for the next breakthrough that can make a difference. You might not recognize our name, but you will be familiar with our brands - Scholl, Nurofen, Strepsils, Durex, Gaviscon, Dettol, Lysol, Finish, Vanish.About The Role Maintains the highest standards of...

  • Customer Service Trainee at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Poa Internet Full time

    We believe EVERYONE in the world deserves access to the internet and affordable communications.Mission Statement for the Role:To be the face of Poa Internet, on a daily basis for customers reaching out to us through our omnichannel customer experience channels.Overall Responsibility:Receive, document and resolve inbound requests from customers, through all...

  • Customer Service Officer

    2 weeks ago

    Nairobi, Kenya Corporate Staffing Services Full time

    Customer care jobs in Kenya. Housing Finance Company of Kenya was incorporated as the premier mortgage Finance Institution in Kenya licensed under the Banking Act with the CDC and the GoK owning 60% and 40% respectively. Housing Finance started operations with the main objective of implementing the government&rsquo… read moreDeposits of FPEA in Kenya...

  • Associate, Customer Service

    3 weeks ago

    Nairobi, Kenya I&M Bank Full time

    ABOUT THE COMPANYI&M Bank Limited, is a commercial bank in Kenya, the largest economy in the East African Community. It is licensed by the Central Bank of Kenya, the central bank and national banking regulatorJOB SUMMARYThe role holder ensures customer service delivery levels are as per the Bank’s prescribed standard, customer satisfaction and...

  • Associate, Customer Service

    3 weeks ago

    Nairobi, Nairobi Area, Kenya I&M Bank Full time

    ABOUT THE COMPANYI&M Bank Limited, is a commercial bank in Kenya, the largest economy in the East African Community. It is licensed by the Central Bank of Kenya, the central bank and national banking regulatorJOB SUMMARYThe role holder ensures customer service delivery levels are as per the Bank's prescribed standard, customer satisfaction and...

  • Customer Service Associate

    4 weeks ago

    Nairobi, Nairobi Area, Kenya I&M Bank Full time

    I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.Job PurposeThe role holder ensures customer service delivery levels are as per the Bank's prescribed standard, customer satisfaction and retentionKey Responsibilities Receive, verify,...

  • Customer Service Intern

    4 weeks ago

    Nairobi, Kenya Username Investments Ltd Full time

    ABOUT THE COMPANYUsername Investments Ltd is a real estate development companyJOB SUMMARYDiploma or Degree in Customer Service, Sales, Marketing or any other business-related course.RESPONSIBILITIESSubmit your application to recruitment@username.co.ke by 30th March 2024REQUIRED SKILLSWritten communication, Customer service, Customer relationsREQUIRED...

  • Business Development Leader

    2 days ago

    Nairobi, Kenya Visa Full time

    ABOUT THE COMPANYVisa is a global payments technology company that connects consumers, businesses, banks and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks.JOB SUMMARYVisa's East Africa Merchant Sales and Acquiring team is seeking a Business Development Leader to join the team  The...

  • Customer Service Agent at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Platinum Credit Limited Full time

    Platinum Credit Limited is a credit only Micro-Finance Company licensed in Kenya under the Company's Act. The company, was founded in 2003 with a vision to provide emergency loans to Civil Servants, TSC members and employees of selected companies. We deliver cash in 24hours, with minimum bureaucracy and swift customer service.Requirements Proven work...

  • Customer Service

    4 weeks ago

    Nairobi CBD, Kenya MTN Full time

    Resolve assigned site visit incidents on-site and ensure compilation of job cards and delivery notes.Integrate new circuits at the customer premises including configuration of CPEs and MTN handoff equipment.Perform proactive monitoring of customer connectivity and network devicesEmployerMTNCompany IndustryTechnology & CommunicationWork TypeFull timeJob...