Customer Service Manager – ALAF (May 2025)
Reference Number: ALAF/2025/02
Location: [Tanzania]
Job Type: Full-Time
Job Description
ALAF is seeking an experienced Customer Service Manager to champion its Customer First value. The role involves leading the customer service team, ensuring excellent service delivery, and driving operational efficiency to meet and exceed customer expectations. The successful candidate will collaborate across departments to enhance customer satisfaction and loyalty.
Key Responsibilities
A. Customer Service Operations
- Ensure SLA targets are achieved within planned time, cost, and quality parameters through effective resource utilization.
- Contribute to strategic plans and reviews, implement quality standards, and resolve customer-related issues.
- Manage the customer service budget: forecast needs, analyze variances, and implement corrective measures.
- Develop and maintain Standard Operating Procedures (SOPs) to ensure process uniformity.
- Ensure all process deliverables meet agreed SLA and quality standards.
B. Order Management
- Oversee accurate processing of customer orders to ensure timely delivery.
- Coordinate with production and supply chain teams to manage lead times and resolve delays.
- Address order discrepancies and ensure accuracy in invoicing.
C. Process Improvement
- Analyze customer service results, redesign processes where necessary, and establish service metrics.
- Monitor results and drive continuous improvement initiatives.
D. Customer Relationship Management
- Maintain regular contact with customers to understand and anticipate service needs.
- Provide technical support and problem resolution through help desk resources.
E. Team Leadership
- Set performance goals and conduct regular reviews.
- Lead recruitment, training, and mentorship of customer service staff.
F. Communication
- Act as the escalation point for customer issues.
- Liaise with departments such as Production and Logistics to ensure timely issue resolution.
G. Net Promoter Score (NPS)
- Align NPS targets with customer experience goals and business strategy.
- Analyze detractor feedback and drive cross-functional initiatives to improve satisfaction.
H. Reporting and Analytics
- Generate reports on service metrics, trends, and team performance for the Head of Commercial.
- Use data analytics to guide process and service improvements.
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Requirements
Qualifications:
- Minimum: Bachelor’s Degree in Business Administration
- Preferred: MBA in Business Administration
Experience:
- General work experience: 7–10 years
- Relevant customer service experience: Minimum 6 years
- Industry background: Manufacturing or Service Sector
