Description
Duties and responsibility
- To manage, direct and control the Customer Service Department in accordance with the relevant company policies and procedures and to ensure a high level of service to customers at all times.
- To provide leadership and direction to the entire customer support department. In this capacity, the Head of Customer Care also plays a mentorship role to key customer support personnel by assisting in the execution of their duties upon request, ensuring constant sharpening of their skills and grooming them.
- Improving overall customer satisfaction.
- Inform Management of any relevant customer related issues and any financial risks to the company.
- Maintain company disciplinary procedures with all Customer Service staff.
- Conduct regular meetings to address issues as required, monitor performance in conjunction with Management.
- Closely monitor the communication between the Customer Service staff and the Clients/Customers.
- In critical situations, visit customer property to discuss issues / problems and provide adequate solutions.
- To ensure that the Customer Service Dept. fully implements the Customer Services policy.
- To ensure effective and well directed guidelines are given to the Customer Services Team.
- Liaising and co-ordinating with the MNOs and internal departments to ensure Customer Service issues are minimised.
- Tracking and ensuring timely responses are sent to customers/clients and that professional etiquette is followed at all times.
- Recruiting staff and conducting appraisals on regular basis.
Qualifications and Experience:
- Bachelor of Commerce or, Public Relations and/or any other relevant qualifications.
- 5 to 6 years working experience in related field.
Core Competence
- Ability to communicate clearly and professionally, both verbally and in writing.
- Pleasant, patient and friendly attitude.
- Strong detail orientation
- Listening skills
- Has ability to professionally and courteously handle complaints and disgruntled customers
Attitude
- Integrity
- Orientation to internal and external client
- Commitment to organization objectives
- Positive and dynamic attitude
NOTE: All applications should be addressed to:
The Human Resource Manager
Selcom Tanzania.
P. O. Box 20656, DAR ES SALAAM.
Closing date will be 4 days after initial advertisement date and applications received after the deadline will not be considered. Please note: if you do not receive a response from Selcom, your application has not been successful.
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