Call Centre Manager

Our client, a leading Micro-Finance Company based in Nairobi that offers personal loan to permanently employed Civil servants is seeking to recruit a Call Centre Manager who will be responsible for the development, management and growth of Call centre. The successful candidate MUST have 5 years management experience within a Call centre.

Key Responsibilities:

• Organizing business and team activities to ensure that the short and medium term agreed operational targets are met
• Ensuring that monthly sales targets for all call centers are set on time and communicated to all agents
• Monitoring the results of all call centers on daily basis
• Ensuring timely daily activations on all deals
• Ensuring that all declined deals are reviewed before clients are notified
• Reviewing and re-designing the process workflows to support business growth
• Ensuring quality on all deals processed in line with the credit policy
• Ensuring  that all fraud or suspected fraud cases are managed according to company policies
• Ensuring that all complaints and queries are managed and resolved effectively and efficiently
• Ensuring suitable and trained staff on Call Center platform and customer care related skills
• Reviewing monthly arrears and proactively follow up with the findings to ensure maximum collections in line with targets
• Enhancing customer satisfaction, mitigate risks and reducing operational errors within all call centers
• Providing quality assurance reviews and monitoring adherence to the call center policies and processes
• Ensuring that daily and monthly reports are prepared accurately and timely for Call Centers

Qualifications:

• A Bachelors’ Degree is a relevant field.
• Must have excellent knowledge of IT systems including call center solutions.
• Must have experience in running an Avaya Call Centre.
• Must have 5 years Management experience within a Call Center.
• Must have relevant experience working in the banking, telecommunication and Micro-finance industry.

Monthly gross salary: Ksh. 140,000 - 180,000/= (Approx. 1,400 – 1,800 USD)

Deadline: 15th September 2016     
     
Applications:

To apply, please follow the link:  http://bit.ly/2bvjmYY 

We endeavour to make contact with all of our applicants, but unfortunately high volumes of applications make this unrealistic. If you do not hear from us within two weeks your application has not been successful on this occasion. This does not mean you will not be considered for future roles so please keep an eye on our job board and apply for positions that match your skills and experience. 

*** Leading Recruitment & Executive Search Company in Kenya; Summit Recruitment & Search, Blixen Court, Karen Road, Karen ***

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Customer Service Representative

Customer Service Representative 

We are looking for a customer-oriented service representative to act as a liaison, between the organization and the Clients to resolve any emerging problems that our clients might face with accuracy and efficiency.

The target is to ensure excellent service standards and maintain high customer satisfaction.

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Centre Managers (4 positions)

Marie Stopes Kenya (MSK)

Job Title: Centre Managers

Location: Nakuru, Nanyuki, Meru and Mombasa

Reporting to: Senior Coordinator MSK Centers

Probationary Period: 3 months 

 

Contract Type: 2 years with possibility of an extension

Job Group:  FF   

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Customer Care Manager; Sales & Marketing Manager

Gakuyo Real Estate Ltd is a fully-fledged real estate company registered in Kenya and provides bespoke products and services. 

We source, identify and develop value-based properties and services for individuals and businesses across all social and economic strata.

WE are looking for qualified personnel to fill the following positions.

1.    Sales & Marketing Manager

2.    Customer Care Manager

Requirements.

• Basic degree in relevant field
• 5 Years’ experience in the related field
• Excellent communication, writing and organization skills.
• Good interpersonal skills.

If you meet the above qualifications kindly send a cover letter and detailed C.V to info@gakuyorealestate.co.ke by 26th October 2015.

Only shortlisted candidates will be contacted.

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Call Centre Interviewers (20 Posts) (Jobs in Kenya, March 2015)

Call Centre Interviewers

Company: VoicesAfrica
(20 Posts)
Employment type: Part time / Project Based
Reporting to: Business Development Executive

VoicesAfrica Panel is a market research panel and a survey provider to the market research industry.

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Operations Executive (Jobs in Kenya, March 2015)

Operations Executive

Summary
Orb Energy is one of the leading providers of solar energy solutions in Kenya and beyond. We are a fast growing company and currently making inroads countrywide. We require Operations Executives to join our dynamic team and will be in charge of daily administrative activities at branch level.

The Operations Executive will report to the Operations Manager and be responsible for all branch administration activities.

Key Responsibilities

• Administer all SOP (standard operating procedures) and essential paperwork at the branch.
• Manage and maintain the filing system strictly according to guidelines from the Company.
• Ensure warranty visits due for the month are administered and properly executed in the month due.
• Keep logistics costs for delivery to customers to a minimum
• Track order forms and receipts in line with standard operating procedures and without deviations. In case of deviations, execute administration for invoice reversal and de-installation.
• Continually review the availability of marketing literature, and sales tools and indent as required.
• Report necessary sales, collections, etc, on timely basis.
• Ensure consistent and accurate receivables tracking, and provide updates for weekly meeting.
• Ensure consistent complaint reporting through active communication with Technical Manager and follow up on responses to complaints to maintain customer satisfaction.
• Oversee timely and proper bank remittances in line with company SOP.
• Develop product knowledge and customer skills to handle all walk-ins to generate sales.
• Ensure branch telephone expenses are kept at a minimum and ensure no abuse of telephone privilege.
• Ensure the office is clean and neatly organized at all times.

Qualifications

• University Graduate/Diploma
• 3-4 years experience in customer care
• Strong administrative background with experience in dealing with customers and handling customer complaints
• Computer literate (capable of using word and excel and the company’s own IT systems)
• Experience handling basic accounting tasks such as petty cash management, cashiering, banking, etc
• Strong oral and written communications skills

How to apply:
Send your application including a cover letter indicating your desire to work with our client; a detailed CV highlighting relevant experience, details of current and expected salary, a daytime phone contact, email address, and the names of three professional referees by close of business Monday 23rd March 2015.

Adept Systems
Management Consultants
P O Box 6416, Nairobi, GPO 00100
Email: recruit@adeptsystems.co.ke

Only short listed candidates will be contacted. Please note that we do not charge fees for receiving or processing job applications.

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Client Service Officer (Jobs in Kenya, March 2015)

Our client, a hospital is seeking to hire dynamic and result driven individuals to fill the position of Client Service Officer.

Location: Nairobi Kenya

Salary: Shs 40K

Key Roles

• Develop and implement customer service policies and procedures
• Define and communicate customer service standards
• Review and assess customer service contracts
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Track customer complaint resolution
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• Analyze relevant data to determine customer service outputs
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies

Qualification & Skills

• A university degree in marketing/Public Relations or any related field
• More than two year of Customer Service Experience.
• Quality Focus.
• Problem Solving.
• Market Knowledge.
• Documentation Skills.

If qualified kindly send your CV to jobs@jantakenya.com clearly indicating ‘Client Service Officer‘ on the subject line by 20th March, 2015.

Do not attach any certificates.

Only shortlisted candidates shall be contacted.

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Customer Care (Several Positions) (Jobs in Kenya, March 2015)

An established company in the service industry, based in Nairobi but with branches in major towns around the country is looking for customer care for its branches.

Responsibilities

• Consistently achieve aggressive monthly revenue targets
• Maintain good customer care and public relations
• Ensuring timely production and delivery

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Trainers (2 Positions) (Jobs in Kenya, March 2015)

Position: Trainers

1. Sales

 

2. Customer Service

No. of Positions: 2

 

Location: Nairobi

 

Nature of Job: full time

 

Summary: Our client a busy organization seeks to recruit two internal trainers on full time basis for staff Training and Development; one for Customer Service training and the other for training in Sales.

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Customer Relations Officer (Jobs in Kenya, February 2015)

At The Nairobi Women’s Hospital, we are changing to better deliver on our promise and live to our vision “We are trusted with the health care of our Women in Africa”. As part of this change, exciting vacancies have arisen and we invite suitably qualified talent to this winning team.

Customer Relations Officer (1 Position)

 Reporting to the Hospital Manager with a matrix reporting to the Chief Officer- Business Development & Marketing, this position is responsible for growing the business volumes for the unit through executing business development activities, maintaining excellent relationships with doctors, clients and corporate clients.

 

Applicants must be in possession of a Diploma in Communications / Public Relations / Marketing or a business related course. 

In addition they must have 3 years working experience interacting directly with clients and managing relationships.

Experience in a busy hospital environment or service industry will be an added advantage.

Key Competencies 

• Customer Focus with demonstrated interpersonal skills, 
• Team work, 
• Managing performance, 
• Results orientation, 
• Reliability and high degree of professionalism and ethics.

How to Apply

Interested candidates are invited to send their applications and CV on or before 25th February 2015 to vacancies@nwch.co.ke quoting the position applied for as the subject line.

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Customer Service Agents (Jobs in Kenya, November 2014)

Title: Customer Service Agents

REQUIREMENTS:

Must demonstrate a positive attitude and professional demeanor

Requires strong communication skills, decision making and interpersonal skill

Detail-oriented and can multi-task

Has integrity – honest and ethical

Flexible, polite & accommodating

At least 1 year experience

Prior experience dealing with senior executives will be an added advantage

Diploma or Degree

COMPETENCIES AND ATTRIBUTES:

Excellent command of the English language, with neutral accent is a must

Good computer literacy skills

Friendly & professional telephone manner

Determined, good listener & self-motivated

Team player & Passionate about customer service

HOW TO APPLY:

The Following Reference should be On The Subject

REF: KCWORLD/Y04/OCT APPLICATION FOR CUSTOMER SERVICE AGENT POSITION

N/B: Details of current/expected salary should be indicated in the CVs.

The applications should be sent to recruitment@kencall.com or hr@kencall.com

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Customer Service Representative (Jobs in Kenya, October 2014)

Title: Customer Service Representative

Check ‘n Go has been a leader in the financial services arena since 1994. If you are interested in working with a strong leadership team, evolving financial products, and a team that feels more like a family than co-workers; this is the place for you! You will enjoy a business casual work environment, with fun and rewarding career advancement opportunities. Thank you for your interest in becoming a part of the Check ‘n Go Team.

DUTIES & RESPONSIBILITIES:

Provide superior customer service to CNG customers, process in store loan applications and assist with marketing promotions.

Perform necessary customer verifications to validate information presented is accurate.

Ensure transaction check numbers match checks in printer and process loan applications per established guidelines.

Answer telephone inquiries in response to general questions, customer applications, requests or other issues.

Place outgoing customer courtesy calls and appointment reminders in accordance with federal regulations and store operating procedures.

Escalate customer complaints to the Store Manager if unable to resolve the issue directly with the customer.

Balance individual batch receipts with store sales reports at end of day and assist with resolving over/shorts as needed.

Assist in the execution of all Company marketing plans and programs, ensuring precise and timely set-up, excellent execution and within established deadlines.

Responsible for compliance with company/State policy and procedures including Federal regulation where applicable. Ensure CFSA best practices are maintained.

ASSIST IN STORE OPERATION AREAS:

Store Opening and Closing procedures.

Ensure customer counter area and store is clean and stocked with the supplies necessary to conduct daily business.

Ensure store appearance (internal and external) is maintained to company standards.

Call banks to determine if checks returned for non-sufficient funds (NSF) can be collected.

Make bank runs to collect on NSF checks.

Courtesy calls

Handle and count currency, cash, and coins to include managing a cash drawer, counting cash deposits, moving cash from secure safe to cash draw and other cash handling requirements.

Participate in roadside marketing as needed.

Participate in field collections as needed

Other duties assigned

 PART-TIME BENEFITS:

Competitive pay

401(k)

Employee Assistance Program

 KNOWLEDGE, SKILLS AND ABILITIES:

High School Diploma or GED required Associates Degree or additional secondary education preferred.

One year customer service experience required.

One year cash handling experience preferred.

Excellent time management and organizational skills.

Ability to multi-task with various projects.

Must have own personal reliable transportation in compliance with published policy and procedure. This may NOT include public transportation, transportation from family or friends.

Must maintain a valid Drivers License and Valid Automobile Insurance while employed by the company.

 WORKING CONDITIONS:

1. Retail/Office environment

2. Cash Handling

3. Extended viewing of computer screens

4. Must be able to lift up to 50lbs.

With or without reasonable accommodation.

 JOB SUMMARY:

All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made.

All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently.

This position description is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

Associates may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation.

As a company we honor Equal Opportunity Employer & Values Diversity.

 HOW TO APPLY:

Interested and qualified candidates should click here to apply for position

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Customer Service Manager (Jobs in Kenya, October 2014)

Title: Customer Service Manager

Our client is a Manufacturing Company currently recruiting a Customer Service Manager.

The person will be responsible for achieving excellent customer service for the organisation, and engage with the Senior Management Team to develop and implement customer service policies and procedures that will achieve and exceed customer service experience expectation.

Key Duties and responsibilities 

• Providing help and advice to customers using the organisation's products or services.

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Contact Centre Agent (Arabic) (Jobs in Kenya, October 2014)

Title: Contact Centre Agent (Arabic)

  Requirements
Excellent command of Arabic language, with neutral accent is a must
Previous contact centre experience will be an asset
Good computer literacy skills
Friendly & professional telephone manner
Determined, good listener & self-motivated
Exceptional Customer Service skills

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Customer Care Manager (Kenyan Jobs, Jobs in Kenya June 2014)

Title: Customer Care Manager

Industry: Manufacturing

Location: Nairobi

Our client, an International Manufacturing firm, is looking for a Customer Service Manager with firm leadership skills and abilities to supervise a small team of employees.

This being a supervisory position the candidate will be required to;

• Providing leadership and support to his team
• Innovating customer experience at a high level
• Training staff to deliver a high standard of customer service
• Provide administrative and operational assistance to ensure smooth product delivery to customers
• Develop standard procedures and policies to better serve customers
• Perform business market analysis to determine customer needs and new opportunities
• Implement strategic plans to improve customer service and company’s revenue
• Evaluate customer support results and prepare action plan for improvements
• Create and run reports as necessary to discover or track customer ordering trends, manufacturing lead times, testing timetables e.t.c

Skills and Qualifications

Should support high IT skills

Degree in Business Management

Must have used an ERP to manage customer care activities

Should have at least 5 years experience in customer care supervisory position.

Have firm leadership skills and abilities

An extra customer care course is an added advantage

To apply, send CV only to cvs@flexi-personnel.com by 28th June 2014. Kindly indicate the position applied for and minimum salary expectation on the subject line.

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Customer Care Executive / Administrator (Kenyan Jobs, Jobs in Kenya April 2014)

Title: Customer Care Executive / Administrator

1 Position

Job Scope

• Receive calls from current and potential clients.
• Respond to clients’ enquiries in a timely and accurate manner on Company products
• Make proactive follow-up and finely find solutions for client enquiries
• Maintaining excellent corporate- client relationship
• Gather recurrent and consistent problems from clients and provide to management for necessary action.
• Continuous research and implementation of better customer service skills
• Ensure that customer requested bookings are handled effectively and ensuring clients get a prompt response.
• Support in writing and editing company publicity materials and press releases.
• Telesales functions.
• Handling administrative and procurement duties of the company.
• Helps in developing overall social media marketing strategies.
• Maintain external social media sites and consistently updates and controls content and design.

Job Requirements

• BA/Diploma in Business Administration, Sales & Marketing or any other Business related studies.
• 2-3 years working experience in a similar position
• Excellent IT skills
• Experience in tours and travel will be an added advantage
• High level of integrity and professional
• Basic training in Customer Care Service is an added advantage

Job Skills

• Ability to prioritize duties and meet strict deadlines
• Good listening, communication and interpersonal skills
• Highly flexible and willing to work on holidays
• Ability to work under pressure
• Keen on detail

How to Apply:

Interested qualified individuals should submit their Application and detailed CV via E-mail; vacancies@africabstours.com , clearly Quoting the Position Title in the Subject line.

Female candidates are highly encouraged to apply for all the positions.

Deadline for receiving applications will be on 14/April/2014.

Only shortlisted candidates will be contacted for interviews.

Canvassing will lead to disqualification.

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