Regional Customer Care Manager Job

Customer Care Jobs in Kenya
Regional Customer Care Manager- Nairobi

Our client is a reputable independent data, voice and IP provider with operations in East, Central and South Africa. They supply fibre optic, satellite and international carrier services to mobile networks, ISPs and businesses of all sizes and provide communication solutions for individuals.

Our client is looking for a dynamic and enthusiastic professional for the position ofRegional Customer Care Manager.

This role will report directly to the Customer Accounts and Services Director.

Job Purpose /Summary The Regional Customer Care Manager will be responsible for building customer value through strong relationships, aligned strategies and approach in sustained profitable growth for the company.

Responsibilities

• Supports and gives input to the company’s customer development plan for its regional operations.
• Executes the customer development plan together with the operational and accounts teams.
• Links senior customer care managers with accounts managers across the region to align the company’s customer service delivery.
• Conducts strategic customer meetings/dialogues to identify customer’s needs and objectives for better service delivery.
• Identity’s and develops effective relationships with key contacts within the targeted sectors in the region to ensure maximum leverage for the company’s interests.
• Identity’s and pursues opportunities at the interest of the company within the region.
• Support and coordinate the accounts teams with clients across the region.
• Reviews input from team members while ensuring quality and commercial standards are met.
• Develops innovative and creative solutions that will help further differentiate the services offered to customers across the region.
• Review and recommend all processes and procedures on service level agreements.
• Participates in executive meetings for strategic planning and review of the company’s regional business model and strategy.
• Ensures common understanding of service expectations and solutions between the customers and the respective company customer/account teams within the region.
• Networks with decision makers, policy and influencers within the region.
• Sets goals and targets to meet customer expectations as captured on the customer service surveys.
• Manages key client contact satisfaction through implementation of the company’s annual customer satisfaction survey and communicating results of the research.
• Collaborates with Operations Managers to resolve critical global operational issues i.e. evaluating service configurations/staffing requirements, participates in operations’ meetings where appropriate and monitor customer service issues and trends.
• Monitors regional preferred supplier contract performance and goal thresholds to ensure the client meets and exceeds contractual commitments and goals.
• Maintains in-depth understanding of client’s and company’s regional supplier contracts and uses this knowledge to assist in developing negotiation strategies which result in the best agreements possible.
• Develops and continually enhances a comprehensive customer service strategy in the region while consistently demonstrating company’s value to the customers.

Minimum Requirement

• Bachelor’s degree in a relevant field from a recognized university with an MBA.
• At least 15 years of experience in Customer Service or Sales and Marketing.
• Strong experience in relationship/customer service preferably in the Telco or ICT solutions sector.
• Strong verbal, written, presentation and effective listening skills.
• Be creative and innovative.
• Ability to create and execute strategy.

Key Result Areas

• Customer experience
• Customer satisfaction
• Strategy development and execution
• Relationship management
• Process improvement
• Excellence oriented
• Developing & standards

How to apply:
If you are interested in the position and have the skills and competencies our client is looking for, we would like to hear from you.

Please send a copy of your updated resume, and your current salary and benefits package to info@dorbe-leit.co.ke (Indicating the JOB TITLE on the Subject Line) before close of business 2nd April, 2014.

Only successful candidates will be contacted.