Post Title: Customer Service Manager
Wananchi Group is the first Triple Play operator in Kenya and on the African continent, offering cable & satellite TV; high speed broadband Internet and telephony, under the brand name Zuku. As we continue to expand our network footprint, we are constantly seeking qualified individuals who have the talent, passion and desire to be part of a great team.
The Customer Service Manager will be responsible to deliver exceptional Customer Service performance by self and team by overseeing the overall performance of the Customer service department through excellent customer service, query and incident resolution as well as business development across the board through cross-selling. He/she will also be involved in recruiting, inducting, appraising and leading the call centre team, acting as a point of both knowledge and escalation, managing multiple stakeholders and driving service improvement.Reporting to the Customer Experience Director, The Customer Service Manager will be responsible for:LeadershipAnalysis, Reporting and FeedbackProcess Improvement and ManagementCollaborating and Business SupportCustomer ServiceManage the Customer service department to provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.Develop tools such as questionnaires and surveys aimed at recognizing customer needs and developing proactive mechanisms of meeting and surpassing these needs.Manage customer queries and complaints by taking ownership and resolving in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.Manage the Call Centre in an effective and efficient manner so as to provide a seamless and one point of support to all our clientsDaily monitoring of the customer complaints register to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant ICT regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.In conjunction with the Chief Commercial Officer, agree on challenging performance objectives and measures for the team, providing regular feedback on honest assessment and achievement.Pursue team and personal development to increase effectiveness/efficiency, acknowledging strengths and areas of development as well as share knowledge experience and best practice with other team members.Assisting the marketing team in the management and implementation of new product launches via advertising to existing and potential clients by use of the key modes of communication at the disposal of the Customer service department Contribute to product development and improvement through continuous feedback analysis collected from clients.University Degree in a Business related field. An MBA would be an added advantage.At least 7 years of Customer management experience, with at least 3 years at senior level.Experience of managing and driving service improvement whilst managing multiple stakeholders within a similar contact centreExperience in Call Centre Service Activities, systems and proceduresKnowledge and experience in reading, analyzing, and interpreting periodical reports, and technical procedures.Experience in writing reports, business correspondence, and procedure manuals.Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists. Planning and organization.Ability to project a positive image for him/ herself and the company.Good team player with a commitment to value based leadership.Results- oriented.Credibility and flexibility to deal with people at a variety of levels.Highly adaptable and versatile. Ability to handle ambiguity and work unsupervised in an unstructured environment.Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Ability to motivate staff through leadership.Ability to handle a high stress environment positively.Ability to create good and strong work ties cross departmentallyCommitted to quality, customer service, equal opportunities and diversity, best practice and best valueClosing date is 21st June 2013
If you are qualified and up to the challenge submit your application together with detailed curriculum vitae, copies of academic certificates to recruit@ke.wananchi.com quoting the VA Number and title of the position in the subject line. Please note that only qualified candidates will be contacted.
Wananchi Group (k) Ltd is an equal opportunity employer
