Customer Service Manager – Online Media
Relationships
Customer Satisfaction
High growth sector
Dedicated to product innovation, customer focus, and organisational excellence, our client is a new online brand with an already-strong market position in Kenya, Tanzania and Uganda. Comprehensively backed by significant international companies and investors, our client is poised for rapid growth and success.
Playing a key role within their business you will be responsible for the Customer Service Team made up of 3 people and providing them with direction and support to ensure positive outcomes for their clients in the most efficient means possible.
Responsibilities include:
• Provide frontline support to customers – both inbound and outbound.
• Delegate work load appropriately among Customer Service Team as well as be involved hands-on in resolving customer queries
• Training the team
• Managing the work queue including daily customer contact activities, responding to inbound customer queries and managing a structured program of customer contact and support.
• Upselling and cross-selling to maximize customer account utilization
• Maintaining customer details, contact details and contact activity
• Ensure efficient communication between clients and the business at all times visa, email, SMS, Facebook, telephone and face to face.
• Coordinate with Sales and Operations Managers to ensure smooth on-boarding of all new customers
• Proactive contact up customers to ensure optimum outcome from the company’s products and services
• Training of customers in the use of the company’s products and services
• Design, document and implement customer services processes and ensure that all procedures are being followed
• Ensure that all customer concerns are dealt with tactfully and resolved quickly
Wish List
• 5+ years Customer service management experience from a corporate background
• Impeccable telephone, face to face and written communication skills
• Confidence and positive approach
• Passionate about customer satisfaction
• Experience within phone based customer service will be highly regarded
• People management skills
• High energy self motivated
• Proven experience in CRM, Service Desk or similar structured customer response systems
• Candidates from an IT Technical support, Software Sales / Account Management, Call Centre Management or Operations Management background may be considered favourably
The successful candidate will most importantly be a high-energy self-starter, comfortable working at the beginning in a relatively unstructured early stage environment where you will drive establishing process and relationships whilst achieving great outcomes.
You’ll be able to comfortably balance a local Kenyan start-up online culture with the requirements of working with high performance, international colleagues and parent companies.
What’s on Offer
Our client adheres to strong people values and strives to create a top quality professional but informal working environment. You’ll get a laptop and a smart-phone to support your productivity.
You’ll be able to wear whatever you like in a casual but outcome-oriented working culture. Our client offers flexible working conditions to support families and work-life balance. A competitive salary plus statutory benefits and profit share/ performance bonuses are on offer.
Recruitment Process
Please send your resume/CV or LinkedIn profile to info@africaassociates.com with an email explaining why this role is for you and your salary expectations.
Our international client will conduct an initial phone / skype interview from overseas, and will be arranging face-to-face meetings in Nairobi in early March 2011.
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