Position: Customer Service Manager

Location: Nairobi.

Reporting to: General Manager

JOB PURPOSE & SUMMARY

Our client who is in the high-tech space offering global technical services is looking for a Customer Service Manager to join their vibrant team in Nairobi.

KEY RESPONSIBILITIES AND DUTIES

• Navigates  and uses various databases and applications to accurately and quickly capture, and maintain records of customer transactions, inquiries, complaints, and comments, actions taken.
• Monitoring work progress to ensure that deadlines are met and that quality standards are upheld.
• Conduct frequent audits to ensure compliance with company standards.

• Liaise with the quality supervisors to continually drive the customer service teams including casuals to meet monthly key performance goals for customer satisfaction, quality, productivity, and key performance metrics.
• Determine existing fraud trends by analyzing accounts and transaction patterns.
• Identify system improvements to prevent fraudulent activities.
• Recommend anti-fraud processes and new software tools for fraud detection, prevention and reporting activities.

• Respond to any queries and requests regarding emerging problems that our clients and stakeholders might face, with accuracy and efficiency.
• Analyzes and reconciles simple to moderately complex discrepancies, which require the collection and review of payment histories to locate missing payments and/or locate errors.
• Identifying service level gaps and taking appropriate action to enable them to deliver the expected quality.
• Support employee development by providing detailed feedback.
• Identifying gaps in performance and knowledge for new and old team

QUALIFICATIONS:

EDUCATION/KNOWLEDGE AND EXPERIENCE

• Bachelor’s degree in any      business-related field or equivalent experience in a similar role.
• At least 8 years’ experience in Customer      Service related roles.

COMPETENCY AND TECHNICAL SKILLS

• Excellent communication (oral/writing) and presentation skills
• Excellent communication, creative, organizational, and decision-making skills.
• Self-driven, results-oriented, and positive team player.
• Ability to thrive in a  multitasking environment and can adjust priorities on the fly.
• Ability to respond promptly and prioritize workload effectively based on the needs of customers.
• Keen attention to detail and effective time management skills
• Eager to learn, adapt and collaborate at all levels.