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Customer support, client care Jobs in Africa

93

jobs

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Tracking Hub Limited

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CUSTOMER SERVICE OFFICER

Nairobi, Kenya

Fuzu Exclusive

Customer Support Manager

Closing: Dec 20, 2021

12 days remaining

Published: Dec 7, 2021 (1 day ago)

Job Requirements

Education:

Bachelor's degree

Work experience:

3 years

Language skills:

English

Job Summary

Contract Type:

Full time

About the position

The Customer Support manager will be responsible for managing, motivating, and guiding the customer service team to create positive brand experiences, increase customer satisfaction and maximize customer retention. The individual is expected to create customer support policies and procedures for staff to adhere to, training and observing employees and assisting unsatisfied customers.

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

Skills and Qualifications

  • Strong management and leadership skills
  • Strong planning and organizational skills
  • Excellent written and verbal communication skills
  • Excellent interpersonal skills
  • Strong analytical skills
  • Bachelor’s Degree in Sales & Marketing, Business Management or any other related field
  • Should have at least 3 years of relevant experience in customer relationship management
  • Experience using a customer support system like Zendesk, Gorgias and ChatDesk
  • Ability to mentor and coach customer service representatives


Responsibilities

About the position

The Customer Support manager will be responsible for managing, motivating, and guiding the customer service team to create positive brand experiences, increase customer satisfaction and maximize customer retention. The individual is expected to create customer support policies and procedures for staff to adhere to, training and observing employees and assisting unsatisfied customers.

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

Skills and Qualifications

  • Strong management and leadership skills
  • Strong planning and organizational skills
  • Excellent written and verbal communication skills
  • Excellent interpersonal skills
  • Strong analytical skills
  • Bachelor’s Degree in Sales & Marketing, Business Management or any other related field
  • Should have at least 3 years of relevant experience in customer relationship management
  • Experience using a customer support system like Zendesk, Gorgias and ChatDesk
  • Ability to mentor and coach customer service representatives


Responsibilities                                                                                  

  • Managing the customer support department’s day-to-day functions.
  • Responding to escalated customer support issues.
  • Implementing customer support processes to enhance customer satisfaction.
  • Implementing tools and technology solutions to streamline the customer service process.
  • Formulating and revising customer support policies and promote their implementation.
  • Assessing support statistics and preparing detailed reports on the findings.
  • Recruit, mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment
  • Overseeing and evaluating the team's ongoing training efforts.
  • Managing the budget of the customer support department.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement


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