Customer Service and Experience Manager

i. Develop and implement a customer service excellence strategy aligned with the companys overall objectives.

ii. Provide strategic direction for customer service operations to enhance overall customer satisfaction and loyalty through well documented policies and procedures.

iii. Identify opportunities for improvement and innovation in customer interactions and processes.

iv. Lead and mentor a team of Customer Care Officers and Contact Centre Officers) ensuring efficient and effective resolution of customer inquiries and concerns.

v. Foster a customer-centric culture within immediate team members and within the organization, emphasizing the importance delivering exceptional customer service.

vi. Conduct regular training and development programs to enhance the skills and knowledge of the customer service team.

vii. Coordinate with HR team for trainings to ensure teams are informed on the SLAS.

viii. Improve internal processes and service by ensuring existence of SLAS.

ix. Implement best practices to optimize efficiency and effectiveness in handling customer inquiries and concerns.

x. Utilize customer insights to drive improvements in products, services, and overall customer satisfaction.

xi. Develop strategies to promote the organization's brand through positive customer experiences.

xii. Drive initiatives to improve customer experience, ensuring consistency and quality across all service channels.

xiii. Collaborate with the Marketing Department to ensure alignment between brand positioning and customer expectations.

xiv. Collaborate with other departments to identify and resolve customer pain points and ensure a seamless and consistent customer experience across all touchpoints.

xv. Stay updated with industry trends and best practices in service excellence, incorporating innovative approaches into Unaitas Saccos customer service initiatives.

Qualifications:

• Bachelor’s degree in business related field, Marketing, or a related field.
• Relevant certifications in customer service or branding
• Proven experience in Customer Service Excellence and Customer Experience.

Skills and Competencies:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving abilities.
• In-depth knowledge of customer service best practices and brand management.
• Ability to create and implement customer experience strategies.