Head of Customer Service Job in Kenya

Position: Head of Customer Service 

Company Profile: Our client is the number leader of E commerce in Africa. They propose a wide selection of goods including electronics, shoes, apparel, home accessories and many more, delivered right to your doorstep.

Job Profile / Purpose: The Head of Customer Service will be responsible for driving all activities related to Customer Relationship.

Key Duties and Responsibilities: 

• Manage a team of Customer Service agents
• Ensure quality and consistency of customer relations
• Report to Managing Director on Customer Service KPIs.
• Assist Selling processes for our customers and generate additional Sales
• Coordinate information to customers browsing our websites during store discovery, order and checkout. Including after sales support.
• Perform phone conversation with customers to answer their questions, provide information and advise them.
• Handle special requests and complaints of customers
• Collect and store useful data within our backend system
• Ensure follow up through emails, phone or any required means.

Desired Skills and Qualifications

• Should have at least 2 years experience in a similar role.
• A qualification in Customer Service
• Excellent computer skills

If interested, send your CV and application letter to recruitkenya@kimberly-ryan.net indicating the job position on the job title.