Job Openings Customer Service Manager

About the job Customer Service Manager

Job Summary

The Customer Service Manager position is a vital role in ensuring timely, efficient, and empathetic communication with clients. This role focuses on responding to customer queries, processing orders accurately, resolving complaints swiftly, and maintaining a professional image for the company. The Customer service Manager professional acts as a frontline ambassador, promoting trust and reliability in the companys products.

Key Responsibilities / Duties

Respond promptly and professionally to customer inquiries via phone, email, and in-person.
Respond to customers inquiries, product questions and complaints within a short time.
Proactively Follow up on delayed deliveries, backorders, or stock issues and communicate transparently with customers.
Track and resolve complaints with a solution-oriented approach.
Maintain accurate and updated records of customer interactions, orders, complaints, and resolutions using systems or approved company tools.
Coordinate with other departments to ensure that customer requests are fulfilled end to end.
Monitor and report recurring complaints or trends to help the management identify areas needing process improvement or training
Report sensitive or unresolved issues to the relevant departments in a timely manner.
Conduct periodic check-ins with clients to ensure ongoing satisfaction and identify service improvement opportunities.
Maintain proper records of client orders, delivery notes, and proof of delivery for accountability and audit purposes.
Support product recall activities or batch issues by communicating clearly with affected clients and ensuring documentation is complete.

Job Requirements

  • Education:
    • Diploma or bachelors degree in Marketing, BusinessAdministration, Public relations and Customer care.
    • Additional training in Customer Relationship Management (CRM)is a plus.
  • Language Skills:
    • Proficiency in English language
  • Experience:
    • 3+ years of experience in a customer-facing role, preferably in pharmaceutical and medical supplies, industries.
    • Proven ability to manage high call volumes, prioritize urgent cases, and maintain professional communication under pressure.
  • Skills:
    • Strong verbal and written communication in English and Swahili.
    • High attention to detail.
    • Customer-first mindset.
    • Ability to handle confidential and sensitive information responsibly.
    • Good working knowledge of Microsoft Office (Word, Excel) and any CRM systems.
    • Problem-solving skills and ability to escalate efficiently.

How to Apply

CAUTION! CNS does not receive money in exchange for a job position. Should you be asked for money in exchange for a job offer or suspect such activity, please report this immediately; e-mail through recruitment@cnsgroup.africa


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