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Customer Service Manager job at Aga Khan Education Service, Kenya (AKESK)
Aga Khan Education Services (AKES )
Website :
745 Days Ago
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Vacancy title:
Customer Service Manager

[ Type: FULL TIME , Industry: Education, and Training , Category: Customer Service ]

Jobs at:

Aga Khan Education Service, Kenya (AKESK)

Deadline of this Job:
Monday, June 26 2023 

Duty Station:
Within Kenya , Kisumu, East Africa

Summary
Date Posted: Wednesday, June 14 2023, Base Salary: Not Disclosed

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Learn more about Aga Khan Education Service, Kenya (AKESK)
Aga Khan Education Service, Kenya (AKESK) jobs in Kenya

JOB DETAILS:

OVERALL RESPONSIBILITY
• The Customer Service Manager will be responsible for delivery and sustainability of excellent customer service experience and promote the culture of service excellence across the main Hospital and Outreach Health Centers.
OTHER RESPONSIBILITIES
Strategy and leadership
• Review, formulate and implement policies, strategies and plans to institutionalize the culture of service excellence.

Achievement of customer experience
• Carryout across the board customer service assessments, review, recommend and implement the agreeable intervention measures.
• Be the focal point for effective review and implementation of AKHK customer service charter.
• Play the role of the customers advocate to ensure they receive quality service from all functions of the hospital.
• Provide oversight to multidisciplinary teams to ensure achievement of customer experience.
• Implement the Customer Events Calendar for the year and recognized world and national events.
• Provide oversight to the successful implementation of customer satisfaction surveys.
• Direct, monitor and implement Customer Service Performance indicators-TAT and manage accurate daily, weekly and monthly quantitative reports to guide decision making.
• Effectively manage customer/client feedback with appropriate tools and approaches such as Customer Engagement forums,
• Provide oversight to customer initiatives across different customer segments.
• Lead Patient Centered Care Program.

People and Teamwork
• Oversee effective stakeholders’ managements to achieve excellent customer service.
• Utilize teamwork and synergies to attain the required customer service experience.
• Guided capacity building programs on service excellence model.
Customer Feedback Management
• Ensure effective management of customer complaints both internal and external.
• Set up institutional structures to motor, track and ensure customers concerns and resolved promptly.

Reporting & Control
• Responsible for production of timely customer service reports based on key performance indicators.
• Implement effective tracking on customer service improvement plans.
• Supervise Interns /Concierge / Patient Navigators.

The requirements
REQUIREMENTS
• Bachelor’s Degree in either of the following disciplines, Business Administration, Marketing, PR/ Communication or related studies
• Master’s degree in similar disciplines will be an added advantage.
• Working knowledge of customer service software, databases and tools.
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead.
• Strong client-facing and communication skills
• Customer service orientation
• Over five (5) years of relevant experience.

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure
Please Click Here To Apply

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QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Education/ Academic/ Teaching jobs in Kenya
Job Type: Full-time
Deadline of this Job: Monday, June 26 2023 
Duty Station: Kisumu
Posted: 13-06-2023
No of Jobs: 1
Start Publishing: 13-06-2023
Stop Publishing (Put date of 2030): 13-06-2065
Apply Now

Caution: Never Pay Money in a Recruitment Process.

Some smart scams can trick you into paying for Psychometric Tests.
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  • SELECT `g`.`id`,`g`.`title` FROM `icop0_usergroups` AS `g` INNER JOIN `icop0_user_usergroup_map` AS `m` ON `m`.`group_id` = `g`.`id` WHERE `m`.`user_id` = :muserid164μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatkenyanjobs.com/jobs/job-detail/job-Customer-Service-Manager-job-at-Aga-Khan-Education-Service,-Kenya-AKESK-96220'122μs1.05KB/plugins/system/jmap/jmap.php:1203Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 163μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"363μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES1.14ms8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin120μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin74μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`111μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'170μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'264μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 2658181μs856B/components/com_jsjobs/models/company.php:1842Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?150μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?407μs912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy