Customer Service Manager at Bridge Talent Management

  • Full Time
  • Nairobi

Bridge Talent Management

Job Purpose:

The CXM will lead and promote a positive culture of improved customer experience. The role is responsible for handling client queries to successful resolve of complaints and provide timely feedback in a way to promote the brand and grow the business.The role reports pattern of complaints, from product, process or peoples’ skills gap to the GM for follow-up on corrective action to eliminate complaints and achieve excellence in Customer service.

Key Responsibilities

  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Maintain an excellent standard of customer service by ensuring that all customers’ needs are met in a timely and efficient manner.
  • Handle customer complaints in a professional and courteous manner, escalating to senior management when necessary,
  • Lead and inspire the customer service representatives and all customer-facing staff.
  • Stay up-to-date on industry developments and best practices
  • Conducting market research to identify new trends in customer preferences and behavior
  • Identify, participate and support training of staff frequent complaints and areas for improvement of our products or services, including customer engagement skills and systems.
  • Train, coach, and develop customer service staff to ensure they are providing the highest level of service possible.
  • Managing the overall performance of customer service representatives by coaching them to interact, deal with customer complaints and improve their performance on a regular basis.
  • Liaise with other departments within the organization to ensure smooth communication and efficient resolution of customer queries by promoting teamwork and collaboration.
  • Working closely with other departments, operations, finance, marketing etc. to ensure that customer requests are processed promptly and properly.
  • Support development of training programs to improve customer service skills among team members.
  • Analyze data to identify trends in customer preferences, satisfaction levels, and complaints
  • regarding our products or services.
  • Attend trade shows and conferences to network with potential and existing customers.
  • Prepare reports for senior management on customer service metrics and KPIs.
  • Manage customer service budgets and departmental expenditure.
  • Participate and support improvement of our products or services.
  • Effectively disseminating CEO’s expectations down the organization.
  • Maybe called from time to time to do other duties but within the scope of this role.

Requirements

  • Diploma or BA degree in business, communications, or related field.
  • Experience in customer service with at least 3 years in a management role.

To apply for this job please visit bridgetalentgroup.zohorecruit.com.