KEMSA Customer Service Manager Jobs in Kenya
Purpose Statement
Advising the management on all issues related to customer service in the Authority.
Principal Accountabilities
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, Knowledge and Experience
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
For more information and job application details, see; KEMSA Customer Service Manager Jobs in Kenya
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