Klik Investment PLC
Business
Business Administration
Addis Ababa
5 years
1 Position
2025-06-13
to
2025-06-23
monitor customer service
Business Administration
Full Time
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Job Description
At klik Investment PLC, we are committed to redefining the delivery experience. Our mission is to provide fast, reliable and efficient delivery solutions that connect businesses and consumers seamlessly. With a focus on innovation, technology, and customer satisfaction, we strive to be the trusted partner for all your delivery needs.
Kilk Investment PLC is invite talented professionals with skills to join our dynamic team. Candidates that fulfill our criteria are welcome to send us their profile on the stated email address.
Customer Service Manager
The Customer Service Manager is responsible for leading the customer support team to deliver exceptional service to clients and partners. They oversee the resolution of customer inquiries, complaints, and feedback, ensuring customer satisfaction and loyalty. This role involves developing customer service strategies, managing team performance, and collaborating with other departments to enhance overall service quality.
Team Leadership: Recruit, train, and supervise the customer service team; set performance standards and conduct regular evaluations.
Customer Support Operations: Oversee daily customer service activities across multiple channels (phone, email, chat, app support), ensuring timely and accurate responses.
Issue Resolution: Handle escalated customer complaints and complex issues, ensuring prompt resolution and positive outcomes.
Process Improvement: Develop and implement customer service policies, procedures, and best practices to improve efficiency and customer experience.
Customer Feedback Management: Collect, analyze, and act on customer feedback to identify trends and opportunities for service enhancement.
Collaboration: Work closely with operations, logistics, and technical teams to resolve service-related issues and improve delivery processes.
Performance Metrics: Monitor KPIs such as response time, resolution rate, customer satisfaction scores (CSAT), and Net Promoter Score (NPS); report on performance and identify areas for improvement.
Training & Development: Conduct regular training sessions for customer support staff to ensure high-quality service delivery and product knowledge.
Technology Utilization: Leverage CRM systems and other support tools to streamline workflows and enhance customer interactions.
Customer Advocacy: Act as the voice of the customer within the organization, advocating for improvements based on customer insights.
What We Offer:
Competitive salary and benefits.
Opportunities for professional growth and development.
A dynamic, fast-paced work environment.
The chance to make a tangible impact on the growth of our delivery services.
Bachelor's degree in Business Administration, Customer Service, or related field.
Proven experience in customer service management, preferably within logistics, delivery, or e-commerce sectors.
Excellent leadership, communication, and interpersonal skills.
Strong problem-solving and conflict resolution abilities.
Familiarity with customer support software (e.g., Zendesk, Freshdesk, CRM tools).
Ability to handle high-pressure situations and multitask effectively.
Analytical mindset with the ability to interpret data and implement improvements.
Languages
Fluency in spoken and written English and Amharic.
Speaking and writing local language is a plus
Candidates who are interested and fulfill the requirements shall submit their applications/motivation letters along with their updated CV via email at – rediate.mekuria@gmail.com. In the subject line of your email, please mention the position you are applying for
Fields Of Study
Business Administration
Skills Required
monitor customer service
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