Africa Management Solutions Limited (AMSOL) is seeking a Manager, Customer Care to develop and implement customer care strategies aligned with organizational objectives and service excellence standards. The role involves supervising customer care operations and call centre activities to ensure efficient service delivery and handling escalated customer issues.
Key Responsibilities
- Develop and implement customer care strategies aligned with organizational objectives and service excellence standards.
- Supervise customer care operations and call centre activities to ensure efficient service delivery.
- Handle escalated customer complaints, service issues, and complex customer queries within agreed turnaround times.
- Monitor customer service performance metrics and prepare periodic service performance reports.
- Ensure proper management and escalation of customer issues logged through CRM systems.
- Coordinate with branch teams and internal departments to resolve customer concerns efficiently.
- Monitor service quality through random call reviews and customer feedback analysis.
- Ensure adherence to customer service standards, operational procedures, AML, and KYC requirements.
- Drive utilization and uptake of alternative banking channels including mobile banking, ATM cards, and digital services.
- Promote cross-selling and relationship management initiatives to enhance customer retention and revenue growth.
- Guide and support branch customer service teams in achieving operational and customer satisfaction targets.
- Manage staffing schedules and resource allocation within the customer care and call centre function.
- Conduct staff coaching, performance reviews, mentorship, and customer service training programs.
- Support implementation of customer experience improvement initiatives and process optimization.
- Maintain effective collaboration with operations, business development, ICT, and support teams to improve service delivery.
- Monitor departmental compliance with internal controls, policies, and service level agreements.
Qualifications & Requirements
- Bachelor’s Degree in Business Administration, Commerce, Marketing, Customer Service, Banking, or a related field.
- Professional qualification in Customer Service, Relationship Management, Banking, or related discipline will be an added advantage.
- Minimum of 3 years’ supervisory experience in customer service operations with proven performance results.
- Experience in banking, microfinance, SACCO, or financial services sector is highly preferred.
- Experience in the same business is preferred.
- Strong understanding of customer relationship management and service operations.
- Knowledge of CRM systems, customer experience frameworks, and banking operations.
- Strong leadership, communication, negotiation, and people management skills.
- Ability to manage operational pressure and resolve customer issues effectively.
- Good understanding of AML, KYC, and banking operational procedures.
Key Competencies
- Customer experience and relationship management
- Call centre and service operations management
- Leadership and team supervision
- Complaint handling and issue resolution
- CRM and customer analytics management
- Communication and interpersonal skills
- Operational risk and compliance awareness
- Coaching and staff development
- Analytical thinking and decision making
- Time management and organizational skills
How to Apply
Interested and qualified candidates should apply online through the Africa Management Solutions Limited (AMSOL) application portal at https://www.myjobmag.co.ke/apply-now/1228041 or via the official company website at www.amsol.africa.
