0 Customer Service Manager jobs in Kenya

• Lead, mentor, and manage a team of remote customer service representatives.
• Develop and implement customer service policies and procedures to ensure consistent quality.
• Set performance goals and conduct regular performance reviews for the support team.
• Monitor customer service metrics and key performance indicators (KPIs) to track team performance and identify trends.
• Analyze customer feedback and implement strategies to improve customer satisfaction and loyalty.
• Handle escalated customer issues and complaints, ensuring timely and effective resolution.
• Train and onboard new customer service representatives, providing ongoing coaching.
• Collaborate with other departments (e.g., Sales, Product) to address customer needs and concerns.
• Optimize support channels (phone, email, chat) for efficiency and effectiveness.
• Stay informed about industry best practices and emerging customer service technologies.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service management, with at least 2 years managing remote teams.
• Proven track record of successfully leading and motivating customer service teams.
• In-depth knowledge of customer service principles, techniques, and best practices.
• Experience with customer relationship management (CRM) software and helpdesk systems.
• Excellent problem-solving, conflict resolution, and decision-making skills.
• Strong communication, interpersonal, and leadership abilities.
• Proficiency in using remote collaboration and communication tools.
• Ability to analyze data and generate actionable insights.
• A strong commitment to delivering outstanding customer experiences.

Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector's most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We're passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

The Client Services Consultant is expected to:

• Provide an effective Query Resolution service.
• Interacting in a professional, friendly manner with internal as well as external clients.
• Understand the risks associated with handling client queries and dissemination of confidential information.
• Provide effective resolution of all compliance issues including regulatory requirements as they pertaining to account management

Qualifications:
First Degree

Field of Study
: Business Commerce, Finance or any other related field

Mandarin speaking is a Mandatory Requirement
.

Experience

Two years working experience with a bias in operations and/or call centre

• Sound knowledge of transaction processing as it relates to channels for accounts, products and transaction types.
• Knowledge of bank products and services applicable to the market served.
• Knowledge of service standards.
• Knowledge of the Code of Banking Practice.
• Sound knowledge of regulatory requirements in the handing and monitoring of accounts opened

Technical Competencies

• Good analytical skills
• Communicates with impact
• Attention to detail
• Fluent in Mandarin Language

Behavioural Competencies

• Analytical, pays attention to detail.
• Sense of responsibility/Ownership
• Independent and energetic. Needs to be self motivated and shows initiative.
• Customer service oriented
• A team player.
• Maintains good working relations with stakeholders

EDUCATIONAL REQUIREMENT

College Graduate of 4, 5 year-course, preferably: Medical Allied Courses

Experience And Training
at least 6 months hospital experience is an advantage but may not be required

Skills Requirement
Skilled or specialized: proficiency is gained thru wide experience in a SPECIALIZED or TECHNICAL area

Position Title:

Account Manager

Application Method:

1. Brief Description:

The Digital Monkeys Limited is a digital marketing agency based in Nairobi, Kenya. Over the past 9 years, we have remained dedicated to driving business results using expert digital services and a repeatable methodology to power our clients' brands. Our mission and vision revolve around empowering our clients through technology and creative thinking with the ultimate goal of establishing ourselves as the most efficient and reliable digital firm in Africa. 

The Account Manager position at our Company offers an exciting opportunity for experienced professionals passionate about the intersection of marketing, technology, and client relations. This role involves managing client accounts, collaborating with cross-functional teams, and implementing marketing strategies. This is a contractual position with ongoing career development opportunities.

1. Key Responsibilities:

The mission for this role in our Company is to enhance efficiency in service delivery and cross-functional collaboration, ensure high-quality work is delivered to clients, enhance customer relationships and retention, and grow client revenue. Responsibilities include:

1. Communicating with clients to gather project requirements, provide updates, and address inquiries.
2. Leading the development and execution of marketing campaigns based on the clients needs.
3. Conducting market research and analysis to identify industry trends and opportunities.
4. Collaborating with internal teams such as creative, digital and finance to ensure timely and successful project delivery.
5. Monitoring campaign performance metrics and preparing comprehensive reports for clients.
6. Developing and implementing innovative ideas and strategies to enhance client satisfaction and campaign effectiveness.

7. Committing to continuous learning and professional development.

8. Key Performance Indicators:

#

KPI

Weight

1

Client Satisfaction - Meeting Client KPIs

25%

2

Attentiveness & Responsiveness to Client Concerns

15%

3

Achieve a 30% increase in sales through upselling, cross-selling and RFPs

15%

4

Teamwork

15%

5

Continuous Learning and Development

10%

6

Compliance in Using Company Systems and Policies

10%

7

Upskilling & Developing the Account Management Team

10%

1. Key Competencies:

4.1 Qualifications:

1. 3 - 5 Years experience in marketing, advertising, or digital marketing agency, with a track record of successful client account management.
2. Project Management
3. Bachelor's degree or higher in Marketing, Business Administration, Communication, or a related field.
4. Strong written and verbal communication and presentation skills.
5. Exceptional organizational and time management abilities.
6. Proven ability to work independently and as part of a team in a fast-paced environment.
7. You have an expert understanding of digital marketing key figures, reporting metrics, delivery and analysis and excellent analytical skills and an affinity for data and trends.
8. Strong understanding of the competitive digital landscape across Search, Social, Native and Display.

4.2 Skills:

1. Client Relationship Management
2. Project Coordination - ensure delivery of all projects to the highest quality standards, proactively meeting and managing deadlines
3. Team Collaboration
4. Market Research and Analysis; Data Analysis and Reporting
5. Creative Problem-Solving and Strategic Thinking

The salary we are offering for this position ranges between KES 70, ,000 Gross

Join our team and embark on a rewarding journey to further develop your skills, expand your network, and advance your career in digital marketing as a Account Manager

• Managing and optimizing the performance of remote customer service representatives and team leads.
• Developing and implementing standard operating procedures (SOPs) for customer service interactions.
• Monitoring key customer service metrics, such as response times, resolution rates, and customer satisfaction scores (CSAT).
• Identifying areas for process improvement and implementing solutions to enhance service delivery.
• Conducting performance reviews, providing coaching, and fostering professional development for team members.
• Managing workforce planning and scheduling to ensure adequate coverage across all support channels.
• Utilizing CRM and customer support software to track interactions and manage customer data.
• Collaborating with other departments to resolve customer issues and improve overall service quality.
• Staying abreast of best practices in customer service management and technology.

• Lead, manage, and mentor a remote customer service and helpdesk team.
• Develop and implement efficient customer support processes and workflows.
• Ensure timely and effective resolution of customer inquiries, issues, and technical problems.
• Monitor and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Train and onboard new support agents, providing ongoing coaching and development.
• Create and maintain comprehensive knowledge base articles and support documentation.
• Manage the helpdesk ticketing system and ensure its optimal utilization.
• Collaborate with other departments (e.g., product, engineering) to address recurring customer issues and provide feedback.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Stay updated on industry best practices and emerging trends in customer service and helpdesk management.
• Ensure compliance with company policies and data privacy regulations.
• Manage staffing levels and schedules to ensure adequate support coverage.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 6 years of experience in customer service or helpdesk roles, with at least 3 years in a management or supervisory capacity.
• Proven experience managing remote customer support teams.
• Strong understanding of helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to lead, motivate, and develop a team.
• Proficiency in developing and implementing customer service strategies and SLAs.
• Ability to handle stressful situations and de-escalate customer conflicts.
• Strong analytical skills for performance monitoring and reporting.
• Adaptability and a proactive approach to problem-solving in a remote environment.
• Experience in technical support is a significant advantage.

• Lead, mentor, and manage a remote team of customer service professionals, fostering a positive and productive work environment.
• Develop and implement effective customer service strategies and policies to enhance customer satisfaction and loyalty.
• Oversee daily support operations, ensuring timely and accurate resolution of customer inquiries and issues.
• Monitor key performance indicators (KPIs) and customer feedback to identify areas for improvement.
• Train and onboard new customer service representatives, providing ongoing coaching and development.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Collaborate with other departments (e.g., product, engineering) to address customer feedback and resolve complex issues.
• Manage customer escalations and ensure prompt and satisfactory resolution.
• Utilize CRM and helpdesk software to track customer interactions, manage tickets, and analyze performance data.
• Identify opportunities to improve customer service processes and implement best practices.
• Contribute to the development of customer service training programs and materials.