Job Title: Customer Service Manager
Grade: 5
Department: Marketing and Customer Service
Job reports to: Group Head of Marketing and Customer Service
Direct reports: Customer Service Executive

Overall purpose of the job
: To  enhance and maintain customer satisfaction by providing problem-solving resources and managing client relations.
Duties and Responsibilities
Task: Develop and implement a comprehensive customer service strategy, objectives and action plans that will enhance the client experience
  • Hold monthly departmental meetings to document progress towards achieving key strategic milestones
  • Submit meeting minutes within 48 hours of the meeting

Task: Develop and implement customer service policies and procedures.

KPI: 100% adherence
Task: Develop, monitor and ensure adherance to the customer service budget
KPI: 100% compliance to the budget
Task: Oversee and manage the customer service help desk chanels to ensure an efficient and effective problem solving process
KPI: 100% adherance to the customer service protocol
Task: Oversee and manage the client database
KPI: 100% up to date
Task: Identify and analyse customer needs to  determine and implement improvements
KPI: Monthly customer satisfaction report
Task: Maintain contact with clients by making site visits, conducting surveys and obtaining feedback to determine customer service requirements and areas of improvement
  • Bi annual client service survey
  • 90% customer retention
Task: Participate in contractual clients take over meetings
KPI: 100% attendance of take over meetings
Task: Prepare content and facilitate in house training on customer service by conducting training sessions and preparing a weekly article
KPI: 100% adherence to annual training schedule
Task: Oversee client exit interviews and liaise with management on findings
KPI: Submit exit interview report

Minimum Academic and Professional Qualifications Required
  • A Bachelor’s degree in a business related field and a professional certificate in a related field.
  • Minimum years of experience
  • A minimum of five (5) years customer service experience of which two (2) should be in a supervisory capacity.
Skills and Competencies Required
  • Effective planning and organisational skills
  • Creativity and innovation
  • Judgement and decision-making skills
  • Ability to lead and manage a team of professionals
  • Ability to interact with a diverse group of people
  • Excellent oral and communication skills
  • Good interpersonal skills
  • Proficiency in MS Office suite of packages
How to Apply
Applications should be sent to
The deadline for applications is 17th April 2015


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