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Job Description

Position Overview:

We are seeking a dynamic leader to develop and execute a customer service excellence strategy that aligns with our company's strategic goals. The ideal candidate will provide strategic direction to enhance customer satisfaction and loyalty, lead a dedicated team, and drive continuous improvement in our customer service operations.

Key Responsibilities:

1. Strategic Development: Design and implement a customer service excellence strategy that supports the company's overarching objectives.

2. Operational Leadership: Provide strategic oversight for customer service operations, ensuring the creation and maintenance of well-documented policies and procedures to boost customer satisfaction and loyalty.

3. Innovation & Improvement: Identify and capitalize on opportunities to enhance customer interactions and streamline processes.

4. Team Leadership: Lead and mentor a team of Customer Care and Contact Centre Officers, ensuring effective and efficient resolution of customer inquiries and issues.

5. Customer-Centric Culture: Promote a customer-focused culture within the team and across the organization, stressing the importance of exceptional service delivery.

6. Training & Development: Organize and oversee training programs to enhance the skills and knowledge of the customer service team.

7. HR Coordination: Work with the HR team to ensure all customer service staff are up-to-date with Service Level Agreements (SLAs) and related training.

8. Process Improvement: Enhance internal processes by ensuring adherence to SLAs and implementing best practices.

9. Efficiency Optimization: Implement best practices to improve the efficiency and effectiveness of handling customer inquiries and concerns.

10. Customer Insights: Utilize customer feedback and insights to drive improvements in products, services, and overall satisfaction.

11. Brand Promotion: Develop strategies to enhance the organization's brand through positive customer experiences.

12. Experience Enhancement: Lead initiatives to improve the customer experience, ensuring consistency and quality across all service channels.

13. Marketing Alignment: Collaborate with the Marketing Department to align brand positioning with customer expectations.

14. Cross-Departmental Collaboration: Work with other departments to address and resolve customer pain points, ensuring a seamless experience across all touchpoints.

15. Industry Trends: Stay informed about industry trends and best practices in service excellence, integrating innovative approaches into our customer service initiatives.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field.
• Relevant certifications in customer service or branding.
• Proven experience in Customer Service Excellence and Customer Experience.

Skills and Competencies:

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving capabilities.
• Deep understanding of customer service best practices and brand management.
• Ability to develop and execute customer experience strategies.

If you’re passionate about delivering exceptional customer service and leading a high-performing team, we’d love to hear from you! 

Appy via Email Send cv to info@pesaonline.co.ke