Job Description
POSITION NAME: CUSTOMER SERVICE MANAGER
(REF. KEMSA/HRA/CSM/HR/4/2024)
GRADE: SA3
NO. OF VACANCIES: One (1)
TERMS OF SERVICE: Contract
BASIC SALARY: As per scale
PURPOSE STATEMENT
Advising the management on all issues related to customer service in the Authority.
PRINCIPAL ACCOUNTABILITIES
1. Lead and implement customer service manual, policies, strategies and procedures
to efficiently meet customer needs for enhanced customer satisfaction.
2. Develop a standard customer experience and lead its implementation at all points
of sales.
3. Oversee the set up and operationalization of the call centre.
4. Oversee the Logistics Management and Information System (LMIS) system and
ensure its optimal functioning for timely and accurate order processing.
5. Develop customer satisfaction goals and coordinate with the team to meet them on
a steady basis.
6. Lead satisfactory handling of customer complaints.
7. Ensure data quality management and analysis and provide management with
regular reports on commodity consumption for informed decision-making.
8. Oversee the development and maintenance of an updated customer database in the
Authority’s systems and ensure accurate records and documents for all customer
service activities and discussions are in place.
9. Establish and maintain good relationship with customers across the country.
10. Lead capacity building on use of the LMIS system by customers.
11. Champion a high customer-focused culture across the Authority.
12. Develop the departmental budget and supervise its allocation and use.
13. Manage the performance of assigned team and coach them to develop their
competencies.
14. Carry out any other role as assigned in line with delegated authority matrix
QUALIFICATIONS, KNOWLEDGE AND EXPERIENCE.
1. Bachelor’s degree in Business Administration (Marketing) or equivalent
qualifications from a reputable institution.
2. Masters’ degree in any of the following disciplines; Business Administration,
Science, Pharmacy, Marketing, or equivalent qualifications from a reputable
institution.
3. Cumulative ten (10) years’ experience and at least three (3) of which should have
been at the grade of senior management position
4. Membership to a relevant professional body and in good standing e.g. Marketing
Society of Kenya (MSK), Chartered Institute of Marketing (CIM)
5. Proficiency in Computer Applications.
6. Must have undertaken a management course for not less than 4 weeks from a
reputable institution.
7. Must fulfill requirements of chapter six of the constitution of Kenya