Job Description

Job Title: Service Center Relationship Manager

Industry: Electronics

Location: Nairobi

Gross Salary: 120K – 160K

Our client is a market leader in home appliances in Kenya.

They seek to hire an experienced Service Center Relationship Manager who will be tasked with building and maintaining profitable relationships with customers ensuring that the complaints / queries are resolved timely in order to retain clients and grow the business.

Key Responsibilities

• Oversee the call center agents and ensure quality service delivery.


• Act as the liaison between the technical team and the clients.


• Plan, direct, control and monitor the activities of the call center and service center to achieve the objective and goals of the service department


• Ensure the call center is resolving customer enquiries timely


• Ensure the customer complaints / queries are logged in the ticket system


• Follow through on pending queries on the system


• Conduct spot checks to check if customer complaints have been resolved to completion


• Liaise closely with the technical team in timely resolve of customer queries


• Continuously strengthen company’s relationship with key accounts and stakeholders.


• Conduct performance appraisal of the Call center team.


• Motivate the Call center team and align them to the company goals.


• Any other duties as may be assigned

Qualifications

• Degree in Marketing / Business administration or business related field


• Minimum of 2-3 years in customer relations


• At least 3 years’ experience in a supervisory role


• Strong negotiation skills


• Excellent interpersonal and communication skills


• Assertive team building and leadership skills


• CRM Systems proficiency


• Good organizational skills with keen attention to detail


• Effective people management and motivational skills

How to Apply

If you are up to the challenge, possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Service Center Relationship Manager) to jobs@corporatestaffing.co.ke before Monday 25th January 2021.

N.B: We do not charge any fee for receiving your CV or for interviewing.

Only candidates short-listed for interview will be contacted.

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