Assistant Manager Customer Experience
About the position
Job Summary:
The Overall Purpose of the position is to maintain customer satisfaction for both internal and external customers of the Company, by providing problem-solving resources, managing staff, and ensuring the smooth running of the Customer Experience Unit
Duties and Responsibilities:
- Developing, documenting, implementing, and improving the Customer Service Charter/SOP
- Monitoring and measuring the Customer Experience in line with the Service Charter and Standards
- Defining the KPIs for the Customer Service Team and close monitoring of their operations
- Arranging timely training of the Customer Service Team on products, process, system, Customer Service Orientation and more as and when required by the team
- Ensure all issues are tracked correctly and on time escalation is done wherever required
- Ensuring follow-through of the resolution of customer issues post-escalation
- Sharing daily reports related to the Customer Service function including the Escalations to respective stakeholders within the Organization
- Monitoring and reviewing the performance of the Customer Service Team
- Managing the organization’s service recovery policy/ initiatives
- Coordinating with the cross-functional team
- Designing and launching creative and effective Customer Experience campaigns to improve service levels and staff awareness.
- Creating and managing the customer feedback program and mechanism, managing customer queries and complaints, and escalating them accordingly.
- Specification of the customer relations manual functionalities and management of the same
- Preparing management reports relating to the Customer.
- Implement and Manage the Call Center for queries and information.
- Follow up on online quotations/ Queries to be responded to on time from various departments.
Audit and Compliance
- To ensure follow-through of policies and procedures as set out
Job Holder Specifications:
Education/Qualifications:
- Relevant University Degree
Working Experience:
- 5 – 8 years experience
Join us
If you meet the above minimum requirements, send your c.v to careers@gakenya.com to indicate the position applied for on the email subject line to be received on or before 28th January 2022. Only shortlisted candidates will be contacted.