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Watu Credit is a dynamic and fast growing non-bank finance company. Watu Credit harnesses technology to offer both secured and unsecured lending, primarily via mobile services. They aim to become the leading East African provider of a broad set of inclusive financial products, delivered through technology in a fast, efficient and professional manner. The Company offers asset financing (motorcycles and three-wheelers) and group lending products (short-term and business loans) and currently is expanding with branches opened in Nairobi, Malindi, Nakuru, Mombasa (Town), Eldoret, Kitale, Bungoma, Kakamega, Kisii and Kisumu. Watu Credit prides itself in offering fully cashless services for loan disbursement and collection as well as 24-hour access for clients to their account balances.
Are you a guru when it comes to customer relationship management? Are you a natural problem solver? Do you have amazing communication skills? Watu Credit is hiring!

About the Role

The Customer Service Manager will take the lead in managing customer relationships. This will be through redesigning customer service and customer experience strategies to ensure Watu Credit’s customer service is top notch. This position will be based in Mombasa.

Detailed Responsibilities

  • Strategy
    • Develop and implement customer service policies and procedures by setting up the necessary systems and processes
    • Identify and implement strategies to improve quality of service, productivity and profitability
    • Define and communicate customer service standards
    • Creation of customer retention and loyalty program
    • Liaise with company management to support and implement growth strategies
    • Coordinate and manage customer service projects and initiatives
    • Ensure budget requirements are met
    • Identify and address staff training and coaching needs
    • Provide overall customer service leadership
  • Operations
    • Oversee the achievement and maintenance of agreed customer service levels and standards. This will be done through administering customer surveys and mystery shopping
    • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
    • Direct the daily operations of the customer service team
    • Ensure the necessary resources and tools are available for quality customer service delivery
    • Review, track and resolve customer complaints
    • Handle complex and escalated customer service issues
    • Monitor accuracy of reporting and database information
    • Analyze relevant data to determine customer service outputs
    • Evaluate and performance manage staff

Desired Candidate Profile

Does This Sound Like You?

  • You have a Bachelor degree in Business Administration or similar
  • You have 4 – 10 years experience in a similar position
  • Management experience in “institutional” Customer Care in an international company, ideally with experience in same function outside Kenya or multinationals based in Kenya is highly desirable
  • You have in-depth knowledge of customer service principles and practices as well as customer service software, databases and CRM tools
  • You are conversant with current relevant technology trends and applications
  • You have experience in the use and management of social media platforms
  • You have experience with customer surveys / monitoring and evaluation (measuring service performance)
  • You have a strong, service-oriented personality
  • You have an engaging and motivating management style
  • You are flexible when it comes to traveling around Kenya to conduct systematic appraisals and trainings
  • Fluency in both English and Kiswahili is required

How to Apply

Interested and qualified? Go to Watu Credit Limited career website on www.linkedin.com to apply

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