CUSTOMER SERVICE MANAGER

Smoothtel & Data Solutions Ltd is an ICT company that prides itself in delivery of cost-effective future proof solutions, backed by exemplary customer service.

We are looking to hire an excellent Customer Service Manager whose key role will involve establishing and driving excellent customer service and ensuring efficiency of the function within the organization. The goal is to keep the Customer Service Department running in a highly effective and profitable manner, drive increased customer satisfaction, loyalty, retention as well as working to meet the department’s strategic and operational goals and objectives.

Responsibilities:

  • Ensure effective and efficient management of all projects of the CS department
  • Enforce effective and efficient project planning, scheduling, execution, onsite user training, commissioning and closure of projects
  • Deployment of professional project engineers as site leaders/managers for all projects;
  • Enforce timely and effective submission of reports
  • Oversee account management for all our customers
  • Identify the root causes of customer complaints and follow-through jointly with relevant teams to successful closure and resolution;

Academic Qualifications, Skills and Competencies

  1. Bachelor’s Degree in ICT or any other related field
  2. A minimum of Second Class upper in undergraduate and B- in KCSE
  3. A minimum of 5 years’ experience in a similar role
  4. Experience in Customer Service Support shall be an added advantage
  5. Good leadership skills
  6. Ability to maintain calmness under pressure
  7. Excellent communication skills
  8. Have problem solving techniques
  9. Ability to exercise power and authority

All interested candidates are required to send their updates CV to recruitment@smoothtel.com on or before 15th April, 2021

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