Our client, is the leading service company in the hygiene,cleaning and housekeeping sector who serves the residential, commercial and hospitality sector (with more sectors in the pipeline).Their company culture is modern and inspired.
They are looking for a Customer Service Manager to be based in Nairobi.
The successful candidate will become the point of reference for colleagues and customers alike, by keeping schedules and providing feedback, documentation and information.
The goal is to facilitate the team’s activities so as to maximize their performance and the solid and long-lasting development of the company.
Answer client enquiries on the phone, via email, post as well as through several online chat channels
Receive walk-in customers and direct them to the appropriate contact person.
Provide friendly and professional response to both clients
Work closely with the Sales team to develop the client relationship and retention
Answering inquiries coming in from other internal departments
Updating customer information in the system
Daily liaison with clients, service providers and other internal departments to ensure excellent customer service is delivered at all times
Gradually building up excellent product knowledge and be able to pass it on effectively to clients
Confidently and effectively dealing with complaints
Managing your own work load
Taking customer orders
Coordination and process of quotation information
Delivering customer service through relationship management and ensuring that customer claims are settled in the shortest time possible
To follow up and maintain good customer communication with assigned clients.
Handle Administrative and clerical duties in the department.
Inform clients of unforeseen delays or problems
Previous experience in Customer Service, or E-commerce
Good MS Office and internet browsing skills
Excellent communication skills and telephone manner
Positive mind-set with a can-do attitude
A team player’s attitude is essential for this role
Ability to work in fast-paced and prioritize workload
Strong oral and written communication skills
Time keeping – to meet deadlines/timelines
Outgoing and pleasant personality when dealing with customers either via the telephone or in person.
Highly motivated with a passion for delivering exceptional customer service
Requirements and Skills
Proven skills in social media channels like LinkedIn, facebook etc.
Proficient in English, together with strong communication skills both written and verbal
Excellent customer service skills
Prioritizing of work activities and meeting necessary deadlines;
Good negotiation skills
Excellent attention to detail, flexibility with changing priorities and strong multi-tasking skills.
Solutions focused with strong accountability
Independent, creative and with strong sense of responsibility
Positive working attitude and a quick learner
Solid interpersonal, persuasive, coaching, facilitating, and conflict management skills
Ability to implement and deliver results on your own
Previous experience using creative and innovative sourcing techniques to identify talent
Excellent communications skills and ability to navigate ambiguous environment.
Minimum Qualification Requirements
Interested and qualified candidates should send their CV and Application Letters clearly detailing your suitability for the role . Email CV to email@example.com NB.Strictly No telephone calls