Customer Service Manager

Posted by: Gemmstore on 5:43 PM in Nafasi za Kazi 0

JOB TITLE               :                       Customer Service Manager

 

OVERALL JOB PURPOSE:

To ensure operational excellence in Ultimate Security Tanzania Limited operations so as to provide quality service to customers and consistently grow the business unit revenue.  The key focus will be the efficient management of the operationswhilst introducing and implementing new initiatives in line with the organizations strategies to ensure growth of the product line. The tasks will involve the allocation of resources to ensure optimal utilization of manpower, operational efficiency and achievement of the SLA agreed upon with the customer

Key Performance Indicators

• Attain set SLA with customers as per service level agreements for each contract.
• Reduce customer complaints by 10% month on month through efficiency in operations.
• Attain budgeted revenue growth in the operation and customer retention.
• Operate within set operations budget.
• Accuracy in reporting as per the agreed reporting schedule.

Financial dimensions:        

• Assist in drawing up operational budgets
• Ensure strict control on expenses as per budgets

Formal Education   :           University level education or equivalent

Experience:

• Hands on experience managing a large operation in a highly process driven environment for 2 years.
• Successful and progressive proven track record in setting up and maintaining systems and processes.
• Experience in managing complex logistics.
• Proven track record in delivering results in a high pressure environment within expected cost and time.
• Proven track record in driving and managing change.
• Strong operations experience.
• Extensive experience in managing people and teams within a dynamic environment
• Computer proficiency

Personal qualities:

• Proven Leadership and Management skills
• Good communication and inter-personal skills.
• Team player
• Highly energetic and self driven individual
• Change manager with unquestionable personal integrity
• Highly resilient with a go-getter attitude,
• Able to work effectively under pressure.
• Proactive in their work and willing to take the initiative to propose and implement new approaches
• Results oriented
• Must have good commercial flair and analytical skills as well as time management
• Must be excellent in planning and organizational skills
• Must be able to work without supervision
• Confident and hardworking.
• Analytical and mature decision maker
• Good planner and organizer.
• Energetic and enthusiastic, keeping a team focused.
•  Excellent negotiation and presentation skills

Apply to careers@ultimate-tz.com with reference “CSM”
Closing date for applications 5 June 2014