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Head Customer Service Management at Confidential via Stresert

Our client is into Cement manufacturing and concrete mix production.

Summary of the Job:

Provide excellent customer service and promote this culture throughout the organization. Keeps the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and customers’ retention and meet their expectations. Develop customer service standards, policies and procedures for the organization or department. Leverage IT and Develop ways to measure customer satisfaction, improve services, and turn customer complaints into opportunities

The performance in this role will help build a superior customer satisfaction, increase loyalty and generate more sales.


  • B.Sc in Supply chain, Marketing, Business Administration
  • MBA will be an added advantage
  •  At least 8 years experience in a Senior customer service management role




  • In-depth knowledge of customer service policies and practices
  • Proficiency in CRM systems, MS Office applications
  • Thinking, analytical, problem solving skills
  • Active listening skills and high stress tolerance level
  • Very strong leadership capabilities
  • Discretion and Decision making
  • Good supervisory and people management skills
  • Oganizing and planning skills
  • Negotiation skills
  • Strong communication and influencing skills
  • Interpersonal skills 
  • English at Professional Proficiency, other languages optional


Key Responsibilities:


  • Successful implementation of customer service in East and North and build a solid team across the country
  • Streamline processes at an early stage for visible and effective results
  • This position manages all employees of the Unit and is responsible for the performance management and hiring of the employees within the Unit
  • Lead the entire Customer Services cycle from cash to order generation and processing, up to the upstream delivery fulfilment interface with the customer
  • Planning, assigning, and directing work


Application Method:

Applicants in similar responsibility and past experience (with good knowledge of task deliverables) should forward CVs to ‘’ using ‘SM - 9.5MT’ as subject of mail before 10th December, 2016. Qualified candidates will be contacted for interviews. 


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