Summary
Date Posted: Monday, April 11, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Key Primary Responsibilities
• Developing and executing the annual departmental plan and budget within approved limits;
• Developing a customer service charter and implementing agreed customer service standards in accordance with the approved charter;
• Reviewing identify gaps and recommending changes to internal SLAs and assisting in putting in place corrective action to adhere to customer service standards;
• Conducting continuous customer service gap analysis (internal and external) and engaging stakeholders to develop and implement best solutions to fill the gaps;
• Responsible for the effective running of the contact centre in liaison with the relevant business units;
• Overseeing the various group customer communication platforms;
• Driving development of service culture in the organization through trainings, sensitization of best practices, in-house communication, reward and recognition of service champions and other service initiatives;
• Developing, implementing and managing the customer feedback policy and ensuring resolution of complaints within the agreed standards;
• Collecting and analyzing customer feedback for decision making;
• Training, coaching and mentoring staff in order to improve performance and cohesion within the department;
• Entrenching performance-based appraisal of departmental staff in line with their set KPIs and departmental targets.
• Actively and consistently demonstrate applicable APA Culture initiatives and commitment

Academic Qualifications
• Bachelor’s degree in Business/Social Science, Finance, Marketing or a related field
• Job skills and requirements
• A confident communicator with excellent interpersonal skills and highly customer service-focused.
• Excellent attention to detail.
• Ability to work individually and collaboratively
• Resolving customer complaints quickly and efficiently.
• Management of external relationships
• Team management and development.
• A proactive and customer-first attitude.
• Analytical skills.
• Interpersonal skills.
• Professional qualifications
• Relevant professional Qualification
• Experience
• At least 10 years’ relevant experience with at least 4 years at a supervisory level

Work Hours: 8

Experience in Months: 120

Level of Education: Bachelor Degree

Job application procedure
Method of Application Send your application to recruitment@apollo.co.ke 

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