(REF. KEMSA/HRA/CSM/HR/4/2024)

Purpose Statement

Advising the management on all issues related to customer service in the Authority.

Duties & Responsibilities

• Lead and implement customer service manual, policies, strategies and procedures to efficiently meet customer needs for enhanced customer satisfaction.
• Develop a standard customer experience and lead its implementation at all points of sales.
• Oversee the set up and operationalization of the call centre.
• Oversee the Logistics Management and Information System (LMIS) system and ensure its optimal functioning for timely and accurate order processing.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Lead satisfactory handling of customer complaints.
• Ensure data quality management and analysis and provide management with regular reports on commodity consumption for informed decision-making.
• Oversee the development and maintenance of an updated customer database in the Authority’s systems and ensure accurate records and documents for all customer service activities and discussions are in place.
• Establish and maintain good relationship with customers across the country.
• Lead capacity building on use of the LMIS system by customers.
• Champion a high customer-focused culture across the Authority.
• Develop the departmental budget and supervise its allocation and use.
• Manage the performance of assigned team and coach them to develop their competencies.
• Carry out any other role as assigned in line with delegated authority matrix

Qualifications

• Bachelor’s degree in Business Administration (Marketing) or equivalent qualifications from a reputable institution.
• Masters’ degree in any of the following disciplines; Business Administration, Science, Pharmacy, Marketing, or equivalent qualifications from a reputable institution.
• Cumulative ten (10) years’ experience and at least three (3) of which should have been at the grade of senior management position
• Membership to a relevant professional body and in good standing e.g. Marketing Society of Kenya (MSK), Chartered Institute of Marketing (CIM)
• Proficiency in Computer Applications.
• Must have undertaken a management course for not less than 4 weeks from a reputable institution.
• Must fulfill requirements of chapter six of the constitution of Kenya