Description
Reporting to the Head of Sales and Marketing, the holder of this position will support the delivery of business objectives through the development, implementation and maintenance of customer service strategies, policies and standards.
Important Areas
Quality assurance and control
Service delivery supervision
Client retention and loyalty
Health and safety checks
Contacts database Management
Complaints and complements management
Main Tasks & Responsibilities
Help develop and implement customer service strategy aligned with the overall company objectives.
Ensure the customer service strategy is benchmarked against global best practices.
Provide personalized, simplified and long term customer relationship management.
Monitor the experience delivered across all our channels and provide relevant and innovative solutions to enhance customer service delivery.
Identify and implement customer service improvement initiatives by planning, leading and monitoring processes and standards to ensure service level agreements are in line with the customer expectations and market trends.
Minimum Job specifications:
A degree or diploma holder in Sales & Marketing and Tourism
6 years experience in customer service, preferably the last 2 years in management level.
Knowledge of industry trends and research tools.
Strong analytical skills.
Knowledge of CRM systems.
Proven leadership and management skills.
Excellent Interpersonal skills with ability to influence others positively.
Have good communication, problem solving and negotiation skills.
Knowledge of major foreign language(s) will be an added advantage.
If you believe you are the right candidate and can clearly demonstrate your ability to meet the criteria above, please submit your application letter with detailed curriculum vitae stating your current position, names of three referees, telephone contact to: hr@privatesafaris.co.ke
The deadline for submission of applications will be on 31 May 2012.
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