Customer Care Manager - CMC Motors - Kenya
Al Futtaim Private Company LLC, Kenya
Job Description
About the Position:
We have an excellent opportunity for experienced Customer Care Manager to be the key driver in proactively improving automotive aftersales operations to create a superior customer experience.
Specifically, your key responsibilities are as follows:
Manage and lead the staff and activities of the Customer Services Team, including coaching, mentoring, training, and scheduling and performance management utilizing optimum resources.
Regular monitor the service booking system and coordinate for the service booking /post service follow-ups/CSI etc.
Responsible for maintaining high customer retention, customer satisfaction and monitoring/resolving customer complaints.
Working closely with the Service Operations Manager and consulting with him on the opportunities that will enhance customer service and drive best service operations.
Providing before and after analysis to measure the increase in customer satisfaction as a result of implementing the changes to the processes
Process map and maintain all SOP's for CMC
Job Specification
About You:
The ideal candidate for this role must have the following qualification, experience and skills:
Relevant University Degree
4 - 5 years relevant experience (customer service manager in automotive, banking, finance, or technical experience with customer facing role in automotive industry)
Prior work experience in setting up customer service processes
English skills are essential, other language skills are an advantage
Strong negotiation and influencing skills
Knowledge of project management
Ability to think clearly under pressure, ability to take decisions and follow through to implementation
Expert in Microsoft Excel
High level understanding of SAP
Ref-AN
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