Customer Relations Manager

Dar es Salaam, Tanzania, United Republic of


This job is not available any more.

On behalf of client KaziniKwetu Ltd is looking for Customer Relations Manager to be based in Dar es Salaam. The desired candidates should have worked in managerial roles in customer service/relations in a busy environment with ability to handle customer complaints.

Responsibilities:

  • Develop and execute customer service strategy providing first class assistance and advice to customers at all customer service interface. 
  • Identify and ensure roll out of relevant  CRM tools for effective servicing of customers.
  • Ensure a robust training and quality assurance process is in place to ensure consistency in the handling of consumers and consumer complaints across all platforms and touch points.
  • Put in place relevant KPI's and conduct proper analysis of statistics to ensure the service levels to customers and respect set targets.
  • Develop robust recognition and motivation scheme to minimize employee turn over in customer service.
  • Ensure customer service is also a profit centre putting in place process and discipline for customer service staff to also sell to customers at all touch points.
  • Ensure service level agreement exist with internal stake holders to ensure consumer complaints are resolved in time.
  • Design customer service procedures, policies and standards to ensure customer service activities happen smoothly.
  • Manage relations with any customer service provider to ensure that service delivery is very good.
  • Conduct relevant outbound campaigns  for selling, consumer understanding,  retention and loyalty in agreement with other commercial functions.
  • Work with research team to conduct relevant research and survey in order to continuously improve on service delivery and be ahead of competition.
  • Ensure proper planning and budgeting for continued efficiency in the provision of customer service.
  • Execute any other duties as assigned by the line manager.

 

Requirement:

  • At least 5 years experience in Customer Relations roles.
  • Contact center management experience.
  • University degree.
  • Strong interpersonal and communication skills.