We have a Customer Service Manager
position vacant with a MNC in Kenya.
Product range: refrigeration, chillers, freezers
The incumbent should be:
This is an engineering product hence seeking a professional with similar experience- electronics background.
Candidate must have experience in air conditioning, refrigeration service experience.
Objective- monitoring and supervising service team to resolve issues on time, customer retention and engagement.
Customer Service Manager
Management of service contracts and agreements
Budget responsibility for all Service activities in the respective markets.
Solving and investigating customer’s long-standing or complex problems passed on by the customer service assistants/ coordinator.
Provision of one-to-one service and developing complaints or feedback procedures for the use of customers.
Providing advice and help to customers using the products or services of the organization.
Issuing compensations or refunds to customers and maintaining accurate and timely records of correspondence or discussions with the customers.
Supervising customer service teams, learning about the products or services of the organization, and following up-to-date with modifications.
Training staff/ employees to deliver excellent customer service and involving in staff appraisals and recruitment process.
Developing customer service standards, policies and procedures for the organization or department.
Keeping abreast developments and changes in customer service field by reading pertinent journals, attending meetings and courses.
Analyzing data or statistics to identify the customer service level, the organization is providing.
Education and Qualifications
- Industry preferred- Engineering background/ electronics/ electrical
- Experience in customer service management related activities
- Customer Service experience in engineering sector
- Multi-task oriented.
- Excellent communication skills and problem solving abilities.
Please email responses at email@example.com
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