Customer Service Manager

Job Description

About the Job
• Oversee and manage the customer service team, including hiring, training, and performance evaluation.
• Develop and implement customer service policies and procedures to ensure efficient operations.
• Monitor and assess customer service interactions to ensure quality and customer satisfaction.
• Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Collaborate with other departments to improve overall customer experience and resolve issues.
• Set and track key performance indicators (KPIs) for the customer service team.
• Prepare and present reports on customer service performance to senior management.
• Stay updated on industry best practices and emerging customer service technologies.
About You
• Bachelor’s degree in Business, Customer Service Management, or a related field. MBA is a plus.
• Proven experience in customer service management, with a minimum of [X] years in a similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving and conflict resolution skills.
• Ability to analyze data and use it to drive improvements in customer service.
• Proficiency in customer service software and CRM tools.
• Location: [Nairobi, Nairobi County, Kenya]
• Career Level: Mid to Senior Level