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Customer Operations Manager Job, Customer Service Jobs, CSS Jobs

Our client is an internet service provider whose main aim is to provide affordable and reliable internet solutions to rural and unconnected communities thus bridging the digital divide. They seek to hire a well-organized and result-oriented Customer Operations Manager who will lead the customer service and account management teams in building strong client relationships hence ensuring client loyalty and retention.

Title: Customer Operations Manager – Telecommunication

Reports to: Commercial Director

Location: Nanyuki

Salary: Competitive

Key Responsibilities

  • Co-ordinate and manage the performance of the customer service and account management teams, by setting expectations for service provision, measuring performance and intervening when necessary
  • Manage and handle escalated issues related to customer complaints, retention calls and emerging issues on the floor including major system outages
  • Drive problem root cause analysis and resolution and lead cross-functional collaboration with the relevant technical teams
  • Provide effective management of all escalated issues, document recommendations and ensure implementation leads to sustained improved performance
  • Drive the identification and resolution of systemic issues that affect services offered in a recurring manner
  • Lead the coaching, training and development of the customer service and account management teams
  • Act as the customer ambassador within the company by driving a customer-centric culture across the organization and implementing initiatives to drive customer focus

Skills & Qualifications

  • Bachelor’s Degree in Business Administration or a related field of study
  • At least 5 years’ work experience in customer service/account management, 3 of these in a management role
  • Experience in the telecommunication industry preferred
  • Knowledgeable in the use of ITIL or similar service management frameworks
  • Excellent communication and presentation skills, with the ability to generate and present reports
  • Good problem solving and analytical skills as well as decision making abilities
  • Good leadership and supervisory skills coupled with hands on experience in mentoring and coaching staff

How to Apply

Click here to Apply