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Job Details

Title Customer Service Manager
Department Commercials
Location Muqdisho
Closing Date Feb 12, 2019
Short Description

Job Description: Customer Service Manager

 Basic Function: This position determines customer service requirements by maintaining regular contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices.  Manage and leverage relationships with internal and external stakeholders in order to achieve high customer satisfaction and retention.  Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired objectives

Responsibilities

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities

Education Qualification

  • Bachelor degree in Business Administration or related field
  • Minimum of 5 year’s work experience in customer services preferably with a telecommunications background
  • Excellent communication skills – oral and written (Somali speaker preferred)

Skills

  • Proven working experience as a customer service manager
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Excellent motivational and leadership skills to inspire performance
  • Relevant industry experience ideally from a competitor
  • Highly motivated with a genuine drive to succeed
  • Detail-oriented, with strong organizational skills 
  • Dependability — reliable, responsible, and dependable, and fulfilling obligations.
  • Attention to Detail — being careful about detail and thorough in completing work tasks.
  • Cooperation — being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  • Integrity — being honest and ethical.

Working Conditions: Will work in an office environment. Extensive travel to company subsidiaries will be necessary, as well as for investor road shows.

Reports to: Commercial Manager

Supervises: Customer Service agents

Vacancy 1
Job Responsibility

Provides excellent customer service throughout the company and to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Educational Requirement
  • Bachelor degree in Business Administration or related field
Job Requirement
  • Minimum of 5 year’s work experience in customer services preferably with a telecommunications background
  • Excellent communication skills – oral and written (Somali speaker preferred)
  • Proven working experience as a customer service manager
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Excellent motivational and leadership skills to inspire performance
  • Relevant industry experience ideally from a competitor
  • Highly motivated with a genuine drive to succeed
  • Detail-oriented, with strong organizational skills 
  • Dependability — reliable, responsible, and dependable, and fulfilling obligations.
  • Attention to Detail — being careful about detail and thorough in completing work tasks.
  • Cooperation — being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  • Integrity — being honest and ethical.