Job Title: Customer
Hiring Organization: Optimise
Location – Locality: Nairobi
Location – Region: Kenya
Job Type: Full
Date Posted: 12/21/2023
Outsourcing Ltd is looking for an outgoing and dynamic Customer Experience
Manager. Your role will be to ensure that customers receive high-quality
service from order through aftersales and meeting promises consistently. You
will be responsible for the oversight of the Customer Service department and
contributing to its overall operational efficiency through managing customer
interactions, optimizing processes, and contributing to the achievement of
As the ideal candidate, you should be a skilled communicator, problem solver,
and leader who can drive exceptional customer experiences while streamlining
Maintain high customer service standards, promptly addressing and resolving
Analyse existing processes for improvement opportunities.
Implement strategies to streamline workflows and enhance efficiency.
Monitor key performance indicators (KPIs) for customer service, operations and
Generate reports, identify trends and propose corrective actions when necessary.
Develop and implement business process initiatives aligning with overall
Manage a dynamic team of customer service representatives.
Provide clear direction, guidance, and enforce procedures to meet operational
Develop training programs and conduct sessions to keep the team updated on
processes, products, and industry trends.
Collaborate with Sales, Marketing, and Logistics for seamless coordination and
alignment of customer-focused initiatives.
Share customer insights with other departments to contribute to product/service
experience in customer service management, operations, or related field.
leadership skills with a track record of managing diverse teams.
degree in Business Administration, Communication, or a related field.
years of experience in management of fulfillment and customer service
in driving operational KPIs and targets.
with industry-specific regulations and standards (an added advantage).
problem-solving and decision-making abilities.
in customer service software and tools.
mindset for interpreting data and making informed decisions.
communication and interpersonal skills.
in Microsoft Office (Word, PowerPoint, Excel, etc.) including use of AI.
mindset, dedicated to delivering exceptional experiences.
to motivate and manage teams.
outlook, contributing to a fun and enjoyable work culture.
professional development and training opportunities.
and inclusive work environment.
for career advancement within the organisation.
believe that you fit the role and are up for the task, kindly use the link
below to apply for the position.
Outsourcing Limited is an equal opportunity employer. We encourage applications
from candidates of all backgrounds.