Customer Care Manager Position – Nairobi, Kenya
Location: In-person, Nairobi, Kenya
Salary: 2.1m-2.4m KES per annum
Job Summary:
Based on the client’s request, we are looking for a Customer Care Manager to join our client’s Sales Team. The role involves responsibility for identifying and implementing culture, process, and performance improvements for the customer. The Customer Care Manager will also lead and develop a team handling customer interactions across various channels.
Job Responsibilities:
- Amitruck Customer Care Processes:
- Ensure that Amitruck’s Customer Care processes are outlined, followed, and measured to achieve customer service goals.
- Policy Development and Management:
- Develop, update, implement, and manage all customer support operations policies, procedures, standards, and strategies.
- Escalation Point:
- Serve as the primary escalation point for complex customer inquiries and issues, providing expert guidance and support to the customer service team.
- Metrics Monitoring:
- Monitor, analyze, and report customer service metrics, including customer satisfaction, response time, and resolution rate. Identify areas for improvement and implement strategies for enhancing customer experience.
- Complaint Handling:
- Handle escalated customer complaints and collaborate closely with internal stakeholders to resolve issues promptly and satisfactorily.
Must-Have Criteria:
- Experience:
- 5+ years of experience in customer care, with the current position as a Customer Care Manager or equivalent.
- Industry Experience:
- Candidates must have experience in top tech/startup environments.
- Software Proficiency:
- Candidates must have experience using customer service software such as Zoho, Jira, ServiceNow, ZenDesk, etc.
- Preferred Background:
- Candidates with experience in the logistics space are preferred.
To Apply:
Share your LinkedIn profile link and send your CV to tricygloballtd@gmail.com.
