Customer Service Manager Job in Kenya – KEMSA

Customer Service Manager

(REF.
KEMSA/HRA/CSM/HR/4/2024)

Purpose Statement

Advising the management on
all issues related to customer service in the Authority.

Duties &
Responsibilities

Lead and implement customer service manual, policies,
strategies and procedures to efficiently meet customer needs for enhanced
customer satisfaction.

Develop a standard customer experience and lead its
implementation at all points of sales.

Oversee the set up and operationalization of the call centre.
Oversee the Logistics Management and Information System
(LMIS) system and ensure its optimal functioning for timely and accurate
order processing.

Develop customer satisfaction goals and coordinate with the
team to meet them on a steady basis.


Lead satisfactory handling of customer complaints.
Ensure data quality management and analysis and provide
management with regular reports on commodity consumption for informed
decision-making.

Oversee the development and maintenance of an updated
customer database in the Authority’s systems and ensure accurate records
and documents for all customer service activities and discussions are in
place.

Establish and maintain good relationship with customers
across the country.

Lead capacity building on use of the LMIS system by customers.
Champion a high customer-focused culture across the Authority.
Develop the departmental budget and supervise its allocation
and use.

Manage the performance of assigned team and coach them to
develop their competencies.

Carry out any other role as assigned in line with delegated
authority matrix

Qualifications

Bachelor’s degree in Business Administration (Marketing) or
equivalent qualifications from a reputable institution.

Masters’ degree in any of the following disciplines; Business
Administration, Science, Pharmacy, Marketing, or equivalent qualifications
from a reputable institution.

Cumulative ten (10) years’ experience and at least three (3)
of which should have been at the grade of senior management position

Membership to a relevant professional body and in good
standing e.g. Marketing Society of Kenya (MSK), Chartered Institute of
Marketing (CIM)

Proficiency in Computer Applications.
Must have undertaken a management course for not less than 4
weeks from a reputable institution.

Must fulfill requirements of chapter six of the constitution
of Kenya

How To Apply

Successful candidates will
be required to satisfy the following requirements of Chapter Six (6) of
the Constitution of Kenya 2010:

Police Clearance Certificate from the Directorate of Criminal
Investigations;

Tax Compliance Certificate from the Kenya Revenue Authority.
Higher Education Loans Board (for University Graduates)
Ethics and Anti-Corruption Commission Clearance

Those interested and who
meet the above requirements are invited to apply for the job.

The application should be
accompanied with a detailed curriculum vitae, copies of certificates and
testimonials addressed as below should reach the Chief Executive Officer not
later than 31st January 2024.

The applicant’s envelope
should quote the Reference Number of the position they are applying for.

Ag. Chief Executive
Officer,

Kenya Medical Supplies
Authority,

13 Commercial Street
Industrial Area,

P.O. Box 47715-0010,
NAIROBI

Attn.
Director HR & Administration

‘The Kenya Medical
Supplies Authority is an Equal Opportunity Employer Committed to Diversity and
Gender Equality’.

NOTE: Canvassing will lead
to automatic disqualification.

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