Support the customer service manager in improving customer service experience, create engaged customers and facilitate organic growth.
Set a clear customer service mission and deploy strategies focused towards that mission.
Assist in implementing, developing and improving organizational or departmental customer service procedures, policies and standards.
Keep accurate records of discussions or correspondence with customers
Keep accurate records and document customer service actions, discussions and correspondences.
Communicate courteously with customers by telephone, email, letter and face-to-face.
Take ownership of customers’ issues by investigating and solving their problems, which may be complex or long-standing problems that have been passed on from time to time.
Help to recruit, mentor, train and develop customer service staff and nurture an environment where they can excel through encouragement and empowerment.
Assist the customer service department in analyzing statistics or other data to determine the level of customer service the organization is providing and compile accurate reports as required.
Meeting with managers to discuss possible improvements to customer service in the organization.
Providing help and advice to customers through learning about the organization’s products and services and keeping up to date with changes
Help the company control resources and utilize assets to achieve qualitative and quantitative targets
Maintain an orderly workflow according to priorities
Perform any other duty as may be given from time to time.
Bachelor’s degree in Business Administration, Public Relations or a related field
Proven working experience of at least 6 years as a customer service assistant, retail assistant or assistant manager.
Experience in providing customer service support
Working knowledge of customer service software, databases and tools
Awareness of industry’s latest technology trends and applications
Proficiency in English and Swahili languages
Strong client-facing and excellent communication skills; both oral and written
Ability to think strategically and to lead
Pleasant and positive attitude
Professionalism and honesty
Proactive, confident, ambitious and focused
Should be a person of high integrity
How to Apply
Applicants who meet the above criteria are required to send their applications to [email protected] 30th June 2018 with “CUSTOMER SERVICE ASSISTANT MANAGER” being the subject of the email with detailed CV names & addresses of three referees. Only shortlisted candidates will be contacted.