Deadline of this Job: 10 November 2022
The Customer Service Manager Kenya will lead the call center service team with a customer centric vision in placing customers first to ensure that the Sun King customer satisfaction 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.
What you would be expected to do
• Manage Call Center Operations of 400+ while driving focus to enhancing a customer centric culture across the business
• Leads and motivates staff and workforce - building a top performing operational team and instilling a culture of accountability, results, and flexibility to meet/exceed customer expectations. Target is to enable managers leading their teams independently, with a high degree of collaboration and within a competence-based network.
• Evaluate and optimize the workforce to ensure we have the right capacity and skills mapping within the call center organizational structure to deliver best in class support to all customers across all service business lines and products.
• Ensuring all clients are served within required timelines by developing and reviewing existing processes and policies to cater for customer satisfaction
• Efficiency in case management in line with customer escalations resolution within the agreed SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
The Customer Service Manager Kenya will lead the call center service team with a customer centric vision in placing customers first to ensure that the Sun King customer satisfaction 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.
What you would be expected to do
• Manage Call Center Operations of 400+ while driving focus to enhancing a customer centric culture across the business
• Leads and motivates staff and workforce - building a top performing operational team and instilling a culture of accountability, results, and flexibility to meet/exceed customer expectations. Target is to enable managers leading their teams independently, with a high degree of collaboration and within a competence-based network.
• Evaluate and optimize the workforce to ensure we have the right capacity and skills mapping within the call center organizational structure to deliver best in class support to all customers across all service business lines and products.
• Ensuring all clients are served within required timelines by developing and reviewing existing processes and policies to cater for customer satisfaction
• Efficiency in case management in line with customer escalations resolution within the agreed SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
Deadline of this Job: 04 November 2022
Mathira Water and Sanitation Company (MAWASCO) is a licensed Water Service Provider wholly owned by the County Government of Nyeri and mandated to provide water and sanitation services in Mathira East and Mathira West Sub-countries. To strengthen our team of staff and leadership, we are seeking to recruit a suitably qualified Kenyan to fill the vacant post of Customer Relations Officer. We invite applications from highly qualified, proactive and self driven individual who meet the following requirements.
Reporting to the Commercial Manager, the Customer Relations Officer is responsible for the customer relations section. The person will ensure that all customer service processes are carried out in a timely and accurate manner in order to foster warm relationship with customers.
Mathira Water and Sanitation Company (MAWASCO) is a licensed Water Service Provider wholly owned by the County Government of Nyeri and mandated to provide water and sanitation services in Mathira East and Mathira West Sub-countries. To strengthen our team of staff and leadership, we are seeking to recruit a suitably qualified Kenyan to fill the vacant post of Customer Relations Officer. We invite applications from highly qualified, proactive and self driven individual who meet the following requirements.
Reporting to the Commercial Manager, the Customer Relations Officer is responsible for the customer relations section. The person will ensure that all customer service processes are carried out in a timely and accurate manner in order to foster warm relationship with customers.