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Kenya Airways   |   Nairobi, Kenya   |   Log in or register to see the closing date

Customer Care Manager

  • Bachelor's degree
  • Customer support, client care
  • Manager (team leader)
  • Full Time
  • Permanent

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Job Summary

Ensure effective complaint management system and service recovery that enhances customer loyalty, encourages repeat business translating to business retention and reduction in operations cost and achievement of Revenue.


• Partner Governance- Multi- partner environment foster relationships between KQ and the partners and offer support for customer touch points.

• Forecast, manage and review budgets within cost.
• Coordinate stakeholders both corporate and internal on system, service and product changes.
• Implement standards, business policies and procedures related to the various functional areas.
• Formulate/Implement/Monitor Customer Care Strategy.
• Ensure delivery of customer promise, engagement and achieve great experience across all journey stages.
• Performance KPIs- Contribute to the development of a continuous performance improvement culture by achieving set KPIs. • People Management- Develop, coach and guide staff.: -
• User requirements specification, escalation and resolution finding
• Completing systems and operational gap analysis and resource optimization
• Continuously benchmarking and monitoring industry trends.
• Resource management - Ensure adequate resourcing in the department.
• Analyze and implement relevant interventions pertaining to workloads, trends, patterns and peaks.
• Reporting– Daily, weekly and monthly reports. • Liaison with regulatory on external compliant management and ensure resolution.
• Intermediary with corporate on escalations to gain support for in country pending issues.
• Instill a customer service culture and drive engagement

General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Nairobi
Area of work: Customer support, client care
Seniority: Manager (team leader)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 5 years
Required skills: Performance monitoring and evaluation; Budgeting, financial planning; Reporting; Customer service; Business strategy; Partnerships; Customer relations; Customer support, CRM systems
Required languages: English (Spoken: fluent | Written: fluent)