Mar 26, Brites Management Customer Service Lead – Nairobi Jobs in Kenya

mar-26,-brites-management-customer-service-lead-–-nairobi-jobs-in-kenya

Brites Management Customer Service Lead – Nairobi 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

    Send your application to [email protected]

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