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Frank Management Consult Ltd
Customer Service Team Leader

Frank Management Consult Ltd

Nairobi | Full Time | Consulting

Closing in 1 month ago

Roles & Responsibilities:

  • Recruit, train, and mentor customer service representatives.
  • Set performance goals and track team performance.
  • Provide regular feedback and coaching to team members.
  • Address employee issues and concerns.
  • Handle escalated customer complaints and issues.
  • Develop and implement strategies to improve customer satisfaction.
  • Analyze customer feedback and identify areas for improvement.
  • Monitor customer service metrics and identify trends.
  • Identify and implement process improvements to enhance customer service efficiency and effectiveness.
  • Develop and maintain customer service procedures and guidelines.
  • Ensure adherence to company policies and procedures.
  • Communicate effectively with customers, team members, and other departments.
  • Collaborate with other departments to address customer issues and improve the overall customer experience.
  • Investigate and resolve complex customer issues.
  • Develop creative solutions to customer problems.
  • Escalate issues to appropriate personnel when necessary.
  • Implement strategies to improve customer retention.
  • Identify and address customer churn.
  • Build strong customer relationships.

Minimum Requirments:

  • Diploma in business-related courses or related field
  • 4-5 Years working experience in customer service building and supervising a teams.
  • Proven customer support experience or experience as a Client Service Representative
  • Track record of achieving targets
  • Strong phone contact handling and active listening skills
  • Familiarity with CRM systems will be added advantage

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