Uchumi Supermarkets Customer Relationship Coordinator Job opening in Kenya July 2016
Employment Vacancy :Work at Uchumi Supermarkets in Kenya July 2016
Recruitment Vacancy : Customer Relationship Coordinator in Kenya July 2016
Uchumi Supermarkets Ltd
Customer Relationship Coordinator
Reporting to the Head of Marketing
Purpose of Job: The Customer Relationship Managers role will be to Plan, co-ordinate and control the activities of the customer relationship team to maintain and enhance customer relationships and meet organizational and operational objectives
Key Job Accountabilities
- Develop and implement customer relationship policies and procedures and define/communicate customer relationship standards
- Oversee the achievement and maintenance of agreed customer relationship levels and standards
- Direct the daily operations of the customer relationship team by workforce planning & delegation to ensure optimal functioning of the customer service function
- Ensure the necessary resources and tools are available for quality customer relationship delivery
- Review customer complaints & track customer complaint resolution
- Handle complex and escalated customer relationship issues
- Monitor accuracy of reporting and data base information
- Analyze relevant data to determine customer relationship outputs
- Liaise with company management to support and implement growth strategies
- Co-ordinate and manage customer relationship projects and initiatives
- Ensure budget requirements are met
- Evaluate and manage performance of staff
- Identify and address staff training/coaching needs & cascade Training materials to the Branch Customer service team to train the branch
Qualifications, Specific Skills & Experience required for role
- KCSE level of education
- Passion and zeal for customer service
- Excellent communication, negotiating and interpersonal skills
- Excellent customer service and relationship management
Leadership Competencies & Desired Level
- Understand the business environment: Understands team goals and company business drivers and shows how personal contribution impacts the business
- Practice what you preach: Takes responsibility for own actions and consequences; interacting with integrity and honesty
- Results focus: Achieves results in compliance with USL values; shows a drive to achieve ambitious performance and quality standards
- Know yourself: Actively seeks feedback from others and takes every opportunity to learn and grow
- Proactive co-operation: Gains the trust and support of others, actively contributing ideas for the team’s success
- Initiative: Anticipates future problems and works to minimize or prevent them as well as contributes to continuous improvement
If interested kindly apply by sending CV to recruitment@uchumi.com