Username Investment Limited is the leading Kenyan based real-estate development and Investment Company. We desire to provide the current and upcoming generations with a place they can call home.
Principal Duties and Responsibilities
- To provide and promote First Class Customer Experience throughout the company by managing the customer experience team and making sure that service standards are being met.
- To provide superb customer experience by leading and motivating the customer experience team and creating customer satisfaction goals.
- Develop and implement customer experience policies, procedures and SLA’s
- Supervising the daily operations of the customer service department
- Define and communicate customer experience standards
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Review and assess customer experience contracts
- Setting customer service goals for team members and helping them reach those goals
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Ensure the necessary resources and tools are available for quality customer experience delivery
- Review customer complaints and track customer complaint resolution
- Monitor accuracy of reporting and data base information
- Analyze relevant data to determine customer experience outputs
- Identify and implement strategies to improve quality of service, productivity and profitability
- Liaise with company management to support and implement growth strategies
- Co-ordinate and manage customer experience projects and initiatives
- Ensure budget requirements are met
- Identify and address staff training and coaching need
Responsibility:
- This role reports to the Head of Finance & Customer Experience
- This role has a team of direct reports in Customer Experience Department.
Key Competencies
- Demonstrated leadership skills and ability to taking independent charge of Customer Experience Department functions
- Ability to act as a team player who can coach, support and train staff and colleagues
- Well-developed written and oral communication skills. Able to communicate clearly and sensitively with internal and external stakeholders as a confident representative of Username Investment Limited.
- Works with trustworthiness and integrity and has a clear commitment to Username’s core values and principles.
- Awareness and sensitivity of self and others.
- Well planned and organized.
- Capacity for taking initiative and making decisions, with competent analytical and problem- solving skills.
Requirements:
- Bachelor’s Degree in related field required and from a recognized institution.
- Competence in the use of varied computer systems
- 4 years working experience with at least 2 years in a Customer Service Management or Team Leader Position.
- Proficiency in Microsoft Office (Excel, MS Word, PowerPoint mandatory)
- Expertise in strategic management, project planning and budgeting, implementation as well as monitoring and evaluation.
- Excellent leadership and interpersonal skills.
Salary Scale: Kshs. 105,000 – Kshs. 150,000
How To Apply
Submit your CV, copies of relevant documents and Application to recruitment@username.co.ke
Use Customer Experience Manager as the subject of the email
Closing Date : 26 October. 2021
