The Customer Service Manager Kenya will lead the call center service team with a customer centric vision in placing our customers first to ensure that the Sun King customer satisfaction operational excellence is in line with industry standards . They will be responsible for managing performance KPIs of the service teams with regular team engagements on welfare checks, continuous improvements, coaching and mentoring in a bid to continually build capacity. Stakeholder engagement on joint drive in line with business objectives and customer centricity.
You might be a strong candidate if you
- 3 years plus experience of managing operational customer service teams at a managerial role.
- Team player attributes, patient and people centric as you will be dealing with a highly skilled and conversant team.
- Keen in analytical and research abilities OR You’re highly analytical and able to translate customer feedback into data, and customer ideas into product recommendations.
- Demonstrated ability to motivate and communicate with others at all levels.
- Have Influential relationships skills and able to use these relationships to deliver service improvements.
- Excellent communication and negotiation skills.
- Customer centric behavior with devotion to high-quality customer service with an outgoing, positive attitude and strive for customer empathy.
- Strong organizational skills to ensure you’re on top of every follow up and nothing falls through the cracks.
- The ability to coach and mentor culturally diverse skilled teams.
- Good with staff engagement and team motivation concepts that can boost staff morale.
- Bachelor's Degree preferred
- Experience in shared and dedicated environment
- Proficient in MS Office, IB tools, and data analytics
- Strong people management and development skills
- Strong communications and presentation skills