Customer Service Manager at Equity Bank Kenya

Equity Bank Limited (The "Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 - 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance a...

 

Customer Service Manager

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience5 years
  • LocationNairobi
  • Job FieldCustomer Care 

Job Descriptions:

A customer service manager (CSM) is responsible for the overall success of a company's customer service department. Their role includes: 

  • Leading a team: Managing a team of customer service representatives, providing feedback, and setting and maintaining standards 
  • Ensuring customer satisfaction: Resolving customer issues, handling complaints, and issuing refunds or compensation 
  • Improving customer experience: Implementing strategies to improve customer experiences, and responding to customer inquiries 
  • Managing the department: Overseeing the budget, setting goals and objectives, and establishing policies and processes 
  • Analyzing performance: Compiling and analyzing data to measure performance, and reporting on results to upper management 
  • Conducting research: Staying up to date on trends through market research 
  • Hiring and training: Hiring and training new personnel 
  • Providing learning opportunities: Offering upskilling or learning opportunities for team members 
  • Communicating with other departments: Serving as a bridge between the customer service team and other departments within the organization 

Some skills that are important for a CSM include: a customer service mindset, outstanding communication skills, conflict-resolution skills, creative problem-solving ability, and a high level of empathy.

Qualifications:

 Customer service managers need a variety of skills and qualifications, including:

  • Customer service skills: The ability to understand and meet customer needs, and exceed expectations when possible 
  • Communication skills: The ability to communicate well with customers and lead teams 
  • Empathy: The ability to understand and address customer concerns 
  • Problem-solving skills: The ability to resolve issues effectively 
  • Organizational skills: The ability to manage customer inquiries and team workflows 
  • Analytical skills: The ability to understand customer data and improve service strategies 
  • Technical proficiency: The ability to use customer relationship management (CRM) software and other service tools 
  • Soft skills: Patience, adaptability, and the ability to motivate and inspire team members 
  • Education: A bachelor's degree in business administration or a related field 
  • Experience: Five years of experience in customer service 
  • Report-writing and presentation skills: The ability to write and present reports well 
  • Supervisory experience: Three to five years of experience supervising teams 

Customer service managers are responsible for leading a team of representatives to ensure they provide high-quality customer support. They also participate in recruiting, interviewing and training of departmental supervisory staff.

Method of Application

Interested and qualified? Go to Equity Bank Kenya on equitybank.taleo.net to apply

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