Job Descriptions
Responsibilities
- Leading a team: Managing a team of customer service representatives, providing feedback, and setting and maintaining standards
- Ensuring customer satisfaction: Resolving customer issues, handling complaints, and issuing refunds or compensation
- Improving customer experience: Implementing strategies to improve customer experiences, and responding to customer inquiries
- Managing the department: Overseeing the budget, setting goals and objectives, and establishing policies and processes
- Analyzing performance: Compiling and analyzing data to measure performance, and reporting on results to upper management
- Conducting research: Staying up to date on trends through market research
- Hiring and training: Hiring and training new personnel
- Providing learning opportunities: Offering upskilling or learning opportunities for team members
- Communicating with other departments: Serving as a bridge between the customer service team and other departments within the organization
Qualifications:
- Customer service skills: The ability to understand and meet customer needs, and exceed expectations when possible
- Communication skills: The ability to communicate well with customers and lead teams
- Empathy: The ability to understand and address customer concerns
- Problem-solving skills: The ability to resolve issues effectively
- Organizational skills: The ability to manage customer inquiries and team workflows
- Analytical skills: The ability to understand customer data and improve service strategies
- Technical proficiency: The ability to use customer relationship management (CRM) software and other service tools
- Soft skills: Patience, adaptability, and the ability to motivate and inspire team members
- Education: A bachelor’s degree in business administration or a related field
- Experience: Five years of experience in customer service
- Report-writing and presentation skills: The ability to write and present reports well
- Supervisory experience: Three to five years of experience supervising teams
Salary
Competitive
Monthly based
Location
, Merti, Isiolo, Kenya, Isiolo, Kenya
Job Overview
Location
, Merti, Isiolo, Kenya, Isiolo, Kenya
