Customer Service Manager

4 weeks ago

Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

Customer service jobs in Kenya.

About the role

The Customer Service Manager Kenya will lead the call center service team with a customer centric vision in placing our customers first to ensure that the Sun King customer satisfaction operational excellence is in line with industry standards . They will be responsible for managing performance KPIs of the service teams with regular team engagements on welfare checks, continuous improvements, coaching and mentoring in a bid to continually build capacity. Stakeholder engagement on joint drive in line with business objectives and customer centricity.

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What you would be expected to do

  • Manage the service function operations while driving focus to enhancing a customer centric culture across the business

  • Leads and motivates staff and workforce - building a top performing operational team and instilling a culture of accountability, results, and flexibility to meet/exceed customer expectations. Target is to enable managers leading their teams independently, with a high degree of collaboration and within a competence-based network.

  • Evaluate and optimize the workforce to ensure we have the right capacity and skills mapping within the call center organizational structure to deliver best in class support to all customers across all service business lines and products.

  • Ensuring all clients are served within required timelines by developing and reviewing existing processes and policies to cater for customer satisfaction

  • Efficiency in case management in line with customer escalations resolution within the agreed SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.

  • Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, major system outages for follow-through and feedback to customer facing teams.

  • Proactively developing and implementing systems and projects that helps ease customer effort in accessing products and services offered through monitoring, tracking, and reporting on the viability of work resources, working systems and on remote functions.

  • Timely bill and Vendor management of Call Center Operational costs while driving initiatives that drive cost optimization and reduction. Collaborating with Telcos in provision of services required for remote working.

  • Continuous review of outgoing customer communications for approval before sending out.

  • Customer onboarding- leading the client onboarding team towards continued success in customer satisfaction and customer experience

  • Analyze customer trends and performance data to make informed decisions about operational and procedural changes

  • Champion people management with focus on process compliance and performance management in line with call center and company policies

  • Strategically drive team engagement to drive inclusion and ensure productivity with 100% remote teams through periodic feedback loop

  • Collaborate with key stakeholders to ensure 100% internal and external customer satisfaction and ensure that we boost the Organization's NPS and CES scores.

  • Partner strategically with leadership functions across the company functions to define and implement successful programs and support growth within the call center.

  • Manage staff disciplinary issues where coaching and training have failed to achieve the desired increase in performance with sufficient documentation to key stakeholders.

  • Ensure daily, weekly, and monthly reporting on service campaigns performance against stipulated metrics.

  • Document all absences and ensure records are updated on available systems and trackers

  • Come up with a tracking system that will enable establishment of any noticeable trends.

  • Ensure accountability is maintained for both team members and team managers, this includes involving the HR for disciplinary actions where applicable.

  • To have a proper control of shrinkage where both planned and unplanned shrinkage should not exceed a total of 35% of the total headcount for each team/function.

  • To ensure smooth and seamless workflow of remote work. This includes proper follow up for any challenges with remote work to achieve timely resolution. i.e implementing hybrid work.

  • Manage and Evaluate performance appraisals for Kenya customer engagement functions.

  • This includes implementation of quarterly performance appraisals.

  • To achieve the above: Hourly, daily, weekly, and monthly performance tracking must be well maintained with a strict follow up system.

    You might be a strong candidate if you
    • 3 years plus experience of managing operational customer service teams at a managerial role.

    • Team player attributes, patient and people centric as you will be dealing with a highly skilled and conversant team.

    • Keen in analytical and research abilities OR You're highly analytical and able to translate customer feedback into data, and customer ideas into product recommendations.

    • Demonstrated ability to motivate and communicate with others at all levels.

    • Have Influential relationships skills and able to use these relationships to deliver service improvements.

    • Excellent communication and negotiation skills.

    • Customer centric behavior with devotion to high-quality customer service with an outgoing, positive attitude and strive for customer empathy.

    • Strong organizational skills to ensure you're on top of every follow up and nothing falls through the cracks.

    • The ability to coach and mentor culturally diverse skilled teams.

    • Good with staff engagement and team motivation concepts that can boost staff morale.

    • Bachelor's Degree preferred

    • Experience in shared and dedicated environment

    • Proficient in MS Office, IB tools, and data analytics

    • Strong people management and development skills

    • Strong communications and presentation skills

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