For many years, Royal Mabati® has supported many clients succeed through our varied solutions and products. We are a multinational company that primarily deals with roofing materials, starting out with a factory in Nairobi since our inception in 2005. Today, we’re one of the leading manufacturers of roofing products with over 10 distribution...
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Customer Care Manager
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience5 years
- LocationNairobi
- Job FieldCustomer Care 
The Customer Care Manager will lead the team to ensure top customer satisfaction. They will handle inquiries, resolve complaints, and enhance service strategies. The role includes managing interactions, tracking performance, and improving processes.
Key Skills & Qualifications:
- Education: Bachelor's Degree in Business Administration, Customer Service, or related field. Experience: Minimum of 5 years of experience in a customer care management role.
- Proven success in meeting customer satisfaction targets and improving service processes.
- Deep knowledge of customer service principles, best practices, and strategic implementation. Strong leadership and team motivation skills for optimal performance.
- Excellent communication, interpersonal, and problem-solving abilities.
- Proficient in MS Word, Excel, and PowerPoint.
- Adaptable, able to multitask, and collaborate with cross-functional teams.
Key Competencies
- Customer Service Strategy: Develop and align service strategies with business goals to enhance satisfaction.
- Team Management: Lead, train, and support the team to achieve performance targets.
- Customer Interaction: Handle escalations, resolve complaints, and implement feedback mechanisms.
- Performance Monitoring: Track service performance, set KPIs, and report insights.
- Process Improvement: Optimize service processes and integrate industry best practices.
- Customer Relations: Maintain strong relationships and use feedback to enhance services.
- Budget Management: Oversee budget allocation, monitor spending, and ensure compliance.
- Training & Development: Train, mentor, and review team performance for growth. Customer Feedback: Analyze feedback to improve services and address concerns.
- Compliance & Ethics: Ensure adherence to regulations and uphold ethical standards.
Method of Application
Send your cv to: hr@royalmabati.com Deadline: Friday, 25th April
