Customer Service Team Leader - Manufacturing

Reports to: Marketing Manager Client: Mattress & Beddings Manufacturing Company Location: Nairobi Gross Salary: KES. 60,000 – 80,000. Job Purpose: You will have an overall responsibility for the day-to-day management of a team of Customer Service Executives. The post will involve supporting and managing a team to achieve their daily/weekly/monthly service level agreements, and enhance their team’s overall quality through call calibration. The post will also involve providing product specific support to employees in their team. Responsibilities of the Customer Service Team Leader Job · To lead and motivate a highly skilled team of Customer Service Representatives. · Promote customer service ‘Best Practice’ at all times. · Display the highest level of verbal and written communication to our customers. · Providing the necessary feedback, training, and development to sales office staff to improve their accuracy, productivity, and quality and overall work standards. · Providing the Customer Services Manager and supervisory colleagues with effective management information that will identify areas for improvement, and show progress of individuals, in relation to service performance, quality and training needs. · Conducting root cause analysis and provide on-going recommendations/solutions to improve professionalism and customer service. · Ensuring the team provides the highest levels of accuracy and attention to detail in order to deliver excellent customer service. · Ensuring all team members are achieving their KPI’s daily. · Proactively assisting and implementing order process improvements. · Maintaining a sound understanding and adherence to the Sales Office ‘Code of Conduct’ and quality policies. · Ensuring full understanding of the Company’s quality standards and expected standards of service in support of this role. · Liaising with ‘Learning & Development’ to assist and support specific activities relating to the training and development of staff within the team. Qualifications of the Customer Service Team Leader Job · Degree in Communication/PR and Customer Service-related fields. · Minimum of 4 years’ relevant supervisory experience within a Customer Services environment. · Previous experience of providing the effective planning, organisation and development of a team of Customer Services executives. · Experience of delivering individual/group coaching to improve professionalism and customer service. · Demonstrate ability to communicate information and develop individuals to improve their knowledge and skill set. · Experience of working within a busy, fast-paced and demanding environment with the ability to work accurately and within strict timescales.