Summary

The Customer Service Manager will be responsible for ensuring a great customer experience by monitoring the team and ensuring complaints are addressed and minimised.

Responsibilities

• Managing a team of representatives offering customer support.
• Overseeing the customer service process.
• Identify and assess customers' needs to achieve satisfaction.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure solutions
• Creating policies and procedures.
• Monitoring the work of individuals and of the team.
• Conducting quality assurance surveys with customers and providing feedback to the staff.
• Prepare product or service reports by collecting and analyzing customer information.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Possessing excellent product knowledge to enhance customer support.
• Maintaining a pleasant working environment for your team

Working station in Dar es Salaam but he/she can be re allocated to work in Mkuranga, coastal region

Education and Qualifications

• Bachelor degree in Marketing & Sales background.

Requirements

• A minimum of 4 years' experience in related field.
• Excellent interpersonal, written, and oral communication skills.
• Ability to lead a team.
• Knowledge of CRM systems.
• Computer & MS Office skills.
• Knowledge of mediation and conflict resolution techniques is preferable.
• Fluent in Kiswahili & English both oral and written.

Reporting To

Sales Manager