JOB TITLE

 

CUSTOMER SERVICE MANAGER

NATURE OF JOB

FULL TIME

INDUSTRY

MANUFACTURING

SALARY

KSHS.70,000-100,000

JOB LOCATION

MLOLONGO

 

DUTIES AND RESPONSIBILITIES

Leadership & Team Management

  • Lead, supervise, and motivate the customer service team to achieve departmental goals and KPIs.
  • Provide regular coaching, mentorship, and training to ensure team members are delivering consistent, high-quality service.
  • Conduct performance evaluations and implement improvement plans where necessary.

Customer Experience Management

  • Develop and implement customer service policies, procedures, and standards.
  • Resolve complex customer complaints and issues escalated by team members in a timely and professional manner.
  • Monitor customer feedback and satisfaction metrics to identify areas for service improvement.

Operational Excellence

  • Oversee the day-to-day operations of the customer service department, ensuring smooth processes and workflows.
  • Develop strategies to enhance productivity and improve customer satisfaction.
  • Prepare and present regular reports on customer service performance to senior management.

Collaboration & Communication

  • Work cross-functionally with other departments (sales, logistics, finance, etc.) to ensure cohesive service delivery.
  • Act as the main liaison between the company and customers on service-related matters.
  • Implement systems to ensure timely and efficient communication with clients and internal stakeholders.

 

Technology & Tools

  • Utilize customer relationship management (CRM) and helpdesk software to manage interactions, track issues, and generate insights.
  • Recommend and implement tools and technology that enhance customer support delivery and efficiency.

KEY REQUIREMENT SKILLS AND QUALIFICATION

  • Degree in Communication, Business Administration, Customer Service, or a related field
  • Minimum of 6 years’ experience in customer service, with at least 3 years in a managerial or supervisory capacity
  • Proven experience in coaching, training, and managing high-performing teams
  • Proficiency in customer service software (e.g., Zendesk, Freshdesk, Salesforce, or equivalent)
  • Strong problem-solving, analytical, and organizational skills
  • Excellent verbal and written communication skills

 

HOW TO APPLY

  • If you meet the above qualifications, skills and experience share CV on This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Interviews will be carried out on a rolling basis until the position is filled.
  • Only the shortlisted candidates will be contacted.