Customer Relations Manager

Dar es Salaam, Tanzania, United Republic of

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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.


  • 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.



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