Customer Service Lead Jobs in Kenya
Duties and Responsibilities
Monitor customer service metrics such as response time, resolution time, and customer satisfaction scores.
Develop and maintain standard operating procedures (SOPs) for customer service operations.
Handle escalated customer complaints and provide timely resolutions.
Work closely with other departments such as operations and logistics to ensure a seamless customer experience.
Maintain a positive and collaborative work environment.
Collaborate with the marketing team to develop customer service initiatives that support overall business goals.
Implement quality control measures to ensure that customer service representatives are providing accurate and consistent information to customers.
Monitor customer service trends and provide recommendations for improvement to senior management.
Develop and implement customer retention strategies to increase customer loyalty.
Manage the customer service budget and ensure that resources are allocated effectively.
Key Requirements Skills, experience and qualification
Bachelor’s degree in business, marketing, or related field preferred.
Minimum of 3 years of experience in a customer service leadership role.
Strong communication and interpersonal skills.
Excellent problem-solving skills and ability to handle difficult situations.
Ability to work under pressure and meet deadlines.
Experience using customer service software and tools.
Strong organizational skills and attention to detail.
Proven ability to manage and motivate a team.
Experience in handling stock/CSS
Good computer skills with any ERP systems.
How to Apply
If you meet the above qualifications, skills and experience send CV urgently to [email protected] quoting the job title as the subject line on your email
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