Customer Experience Manager Job in Kenya

 Job Title: Customer
Experience Manager

Hiring Organization: Optimise
Outsourcing Limited
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Human
Resource
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 12/21/2023

Job
Summary:

Optimise
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
organisational goals.

As the ideal candidate, you should be a skilled communicator, problem solver,
and leader who can drive exceptional customer experiences while streamlining
operational workflows.

Key
Responsibilities:

1. 
Customer
Service Management:

Maintain high customer service standards, promptly addressing and resolving
issues.
Analyse existing processes for improvement opportunities.
Implement strategies to streamline workflows and enhance efficiency.

2. 
Operational
Oversight:

Monitor key performance indicators (KPIs) for customer service, operations and
team performance.
Generate reports, identify trends and propose corrective actions when necessary.
Develop and implement business process initiatives aligning with overall
objectives.

3. 
Team
Leadership:

Manage a dynamic team of customer service representatives.
Provide clear direction, guidance, and enforce procedures to meet operational
goals.
Develop training programs and conduct sessions to keep the team updated on
processes, products, and industry trends.

4. 
Collaboration:
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
enhancements.

Qualifications
and Skills:

Proven
experience in customer service management, operations, or related field.

Strong
leadership skills with a track record of managing diverse teams.

Bachelor’s
degree in Business Administration, Communication, or a related field.

3+
years of experience in management of fulfillment and customer service
operations.

Experience
in driving operational KPIs and targets.

Familiarity
with industry-specific regulations and standards (an added advantage).

Cross-functional
collaboration experience.

Functional
Competencies:

Excellent
problem-solving and decision-making abilities.

Proficiency
in customer service software and tools.

Analytical
mindset for interpreting data and making informed decisions.

Exceptional
communication and interpersonal skills.

Proficient
in Microsoft Office (Word, PowerPoint, Excel, etc.) including use of AI.

Core
Competencies:

Customer-focused
mindset, dedicated to delivering exceptional experiences.

Ability
to motivate and manage teams.

Positive
outlook, contributing to a fun and enjoyable work culture.

Benefits:

Competitive
salary.

Ongoing
professional development and training opportunities.

Collaborative
and inclusive work environment.

Opportunities
for career advancement within the organisation.

How to
Apply:

If you
believe that you fit the role and are up for the task, kindly use the link
below to apply for the position.

https://app.testgorilla.com/s/1n7pjltx

Optimise
Outsourcing Limited is an equal opportunity employer. We encourage applications
from candidates of all backgrounds.

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