Customer Service Manager
A leading financial Institution committed to enabling people to advance with confidence and success is looking for a young dynamic and result oriented individual to fill in the role of Customer service managerJob Purpose/Summary
The Customer service manager will be responsible for Customer Service across all the branches and
channels.
Duties and Responsibilities
• Ambience: ensuring that the branch look and feel is consistent with DTB brand values. This includes all physical aspects of the branch including quality of furniture and equipment, placement of equipment, ensuring equipment is in good repair including ATM lobbies
• Dress Code: ensuring that branch employees conform to prescribed dress code
• Etiquette: ongoing training for branch employees in comportment and deportment with regard to how they interact with customers, engage them, react to them, send email, make phone calls, respond to queries, deal with difficult customers etc.
• Service skills: basic customer service skills related to eye contact, listening, feedback etc.
• Training: ongoing training in all of the above
• Reporting: reporting on metrics related to the above
Minimum Qualifications
• Minimum 4-7 years experience in customer service or equivalent
• Proven expertise in customer service management
Personal Attribute
• Excellent presentation & communication skills
• Analytical thinking & logical reasoning skills
• Develop the tools to measure customer service levels internally
• Passion for customer service
• One who can work cross functionally
• Understands measurement of customer satisfaction
• One who can advocate for best customer service and get everyone in the organization to keep their promises to customer
• Understands what the customer wants and keep the organization’s brand promise
• One who can advocate for best Customer service and get everyone in the organization
How to apply:
If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you.
Please forward a copy of your updated resume, and your current salary and benefits package to info@dorbe-leit.co.ke before close of business 29th April, 2013.
Only successful candidates will be contacted. For more vacancies visit our website www.dorbe-leit.co.ke
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