Customer Service Manager at Kimberly Ryan

Responsibilities

• Help to develop and implement a customer service policy.
• Find ways to measure customer satisfaction and improve services.
• Reduce down time in customer complaint handling.
• Answer phone calls from customers and provide call backs.
• Maintain KCI database.
• Carry out customer surveys on phone.
• Update customers via phone, email and SMS on case status.
• Oversee customer issues and ensure effective and long term problem resolution.
• Develop and Implement customer services policies and strategies for the office (Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution).
• Investigation of customer complaints and recommending best strategies for resolution.
• Collect, collate, analyze, and interpret relevant statistics relating to customer satisfaction.
• Carry out initiatives to improve and manage customer expectations.
• Keeping ahead of developments in the industry and provide advise to enable the management take proactive decisions.
• Liaise with engineers for updates on cases status.
• Inform customers of product profile.

Skills and Requirements

• Minimum of a Bachelors degree
• Minimum of five years cognate years of experience
• Customer/client focus-Excellent understanding of the peculiar customer challenges of the energy or related industry.
• Problem solving/Analysis
• Team work orientation.
• Excellent communication skills.
• Excellent time management and organizational skills.
• Good MS office skills.