3,207 Lead Customer Experience Specialist jobs in Kenya

• Lead, mentor, and manage a team of remote customer service representatives, fostering a culture of continuous improvement and high performance.
• Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality support.
• Monitor customer interactions across various channels (phone, email, chat, social media) and provide coaching to enhance agent performance.
• Analyze customer feedback and support metrics to identify trends, root causes of issues, and opportunities for service enhancement.
• Collaborate with other departments (e.g., Product, Sales) to resolve complex customer issues and advocate for customer needs.
• Manage and optimize the use of customer support software and tools to improve efficiency and effectiveness.
• Develop and deliver training programs for new and existing team members.
• Handle escalated customer complaints and complex issues with professionalism and empathy.
• Contribute to the development of self-service resources, such as FAQs and knowledge bases.
• Report on key customer service performance indicators (KPIs) to senior management.

• Greet customers and attentively listen to their vehicle concerns.
• Schedule service appointments accurately and efficiently.
• Clearly explain service recommendations and repair estimates to customers.
• Accurately record customer issues and service requests in the system.
• Coordinate with the service technicians to ensure timely completion of work.
• Provide regular updates to customers on the status of their vehicle repairs.
• Process service orders and manage billing procedures.
• Address customer inquiries and resolve any service-related issues promptly.
• Build and maintain strong customer relationships.
• Ensure a high level of customer satisfaction.
• Maintain knowledge of automotive services and repair procedures.
• Upsell additional services or products when appropriate and beneficial to the customer.

• Proven experience as an Automotive Service Advisor or in a similar customer-facing role within the automotive industry.
• Strong understanding of automotive systems, terminology, and repair processes.
• Excellent customer service, communication, and interpersonal skills.
• Proficiency in using service management software and CRM systems.
• Ability to multitask, prioritize, and manage time effectively in a remote environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a remote team.
• High school diploma or equivalent; technical certification is a plus.
• A passion for the automotive industry and commitment to customer satisfaction.

Overview
As the Director of Customer Relations, you will be responsible for fostering and maintaining strong relationships with our existing and potential power provider clients in the west. You will play a crucial role in identifying opportunities, addressing challenges, and driving customer satisfaction.

Please Note

• Position requires a high degree of travel**

Responsibilities
Customer Relationship Management:

• Build and maintain strong relationships with key decision-makers at power providers.
• Proactively identify customer needs and anticipate potential challenges.
• Deliver exceptional customer service and exceed customer expectations.
• Resolve customer issues and complaints promptly and effectively.

Business Development

• Identify and pursue new business opportunities within the assigned region.
• Develop and execute strategic plans to grow the customer base and increase revenue.
• Collaborate with the sales team to generate leads and close deals.

Industry Knowledge

• Stay up-to-date on industry trends and regulatory changes.
• Identify opportunities for innovation and improvement.
• Represent the company at industry events and conferences.

Qualifications

• Bachelor's degree in Business Administration, Engineering, or a related field.
• 5+ years of experience in the power industry.
• Strong understanding of the power industry, including technology, regulations, and market dynamics.
• Proven track record of building and maintaining strong customer relationships.
• Excellent communication and interpersonal skills.
• Strong leadership and problem-solving skills.
• Ability to travel within the assigned region.

If you are a passionate and results-oriented individual with a strong customer focus, we encourage you to apply.

Compensation And Benefits
This position offers competitive pay and an attractive benefits package including medical, dental, vision, life, disability insurance, 401(k), and more.

About Vantage Point Solutions
Vantage Point Solutions was founded in 2002 by a team who believed in putting people – both employees and clients – first. VPS is a customer-focused, technology-driven engineering and consulting firm serving the broadband, power, and financial industries.

The entire team is driven by a commitment to client satisfaction. We work hard to foster a culture of teamwork, respect, and commitment (with a good mix of camaraderie and fun, too).

EEO
Vantage Point Solutions is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status."

• Respond promptly and professionally to customer inquiries via email, phone, and chat.
• Resolve customer issues and complaints effectively and efficiently.
• Provide information about services, amenities, and booking procedures.
• Maintain accurate records of customer interactions and transactions.
• Gather customer feedback and identify areas for service improvement.
• Escalate complex issues to relevant departments when necessary.
• Proactively engage with customers to ensure a positive experience.
• Assist with managing online reviews and social media engagement.
• Stay updated on industry trends and company offerings.

• Proven experience in customer service, preferably within the hospitality industry.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with CRM software and customer support tools.
• Ability to multitask and manage time effectively in a remote setting.
• High level of professionalism and empathy.
• Knowledge of the hospitality sector is a strong advantage.
• Adaptable and able to work independently.

• Develop and implement comprehensive media relations strategies aligned with organizational goals.
• Proactively identify media opportunities and pitch compelling stories to target media outlets.
• Manage all media inquiries swiftly and professionally, providing accurate and consistent information.
• Develop and manage crisis communication plans, acting as a key spokesperson when necessary.
• Cultivate and maintain strong relationships with key journalists, editors, bloggers, and influencers.
• Monitor media coverage and provide regular reports on sentiment and key message penetration.
• Craft press releases, media advisories, Q&As, and other communication materials.
• Collaborate with internal stakeholders to ensure consistent messaging across all platforms.
• Provide media training and guidance to senior leadership and subject matter experts.
• Stay informed about current events, industry trends, and the competitive media landscape.

• Bachelor's degree in Communications, Journalism, Public Relations, Marketing, or a related field.
• Minimum of 7 years of experience in media relations, public relations, or corporate communications, with a significant portion focused on crisis management.
• Proven experience in developing and executing successful media campaigns.
• Exceptional writing, editing, and storytelling abilities.
• Demonstrated success in building and nurturing media relationships.
• Strong understanding of media monitoring tools and reporting.
• Excellent strategic thinking, problem-solving, and decision-making skills.
• Ability to remain calm and effective under pressure during crisis situations.
• Superior interpersonal and negotiation skills.
• Experience working in a remote setting, demonstrating self-discipline and strong communication.

• Respond to customer inquiries promptly and professionally across multiple channels.
• Provide accurate information regarding products, services, and policies.
• Resolve customer complaints and issues with empathy and efficiency.
• Guide customers through troubleshooting steps and provide solutions.
• Document customer interactions, transactions, comments, and actions.
• Identify and escalate priority issues or recurring problems to the appropriate teams.
• Process orders, forms, applications, and requests as needed.
• Contribute to team goals by accomplishing related results as needed.
• Stay updated on product knowledge and company policies.
• Gather customer feedback to help improve service delivery.

• Previous experience in a customer service or contact center role.
• Excellent communication and interpersonal skills.
• Strong active listening and problem-solving abilities.
• Proficiency with computers and common software applications.
• Ability to work independently and manage time effectively in a remote setting.
• High school diploma or equivalent; some college experience is a plus.
• A dedicated home office space with reliable internet connectivity.
• Customer-focused attitude and ability to handle stressful situations calmly.

• Lead, mentor, and manage a team of customer support representatives.
• Oversee daily support operations and ensure service level agreements (SLAs) are met.
• Handle escalated customer inquiries and complex issues.
• Develop and implement customer support policies and procedures.
• Monitor team performance and provide regular feedback and coaching.
• Identify training needs and coordinate relevant training programs.
• Analyze support data to identify trends and areas for improvement.
• Contribute to the continuous improvement of customer support processes and tools.
• Collaborate with other departments to resolve customer issues effectively.
• Maintain a high level of customer satisfaction and loyalty.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4 years of experience in customer service or helpdesk support.
• Minimum of 2 years of experience in a team lead or supervisory role.
• Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent leadership, communication, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Ability to manage multiple priorities and work effectively in a hybrid environment.
• Experience in developing and implementing support strategies.