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 CVPeople Tanzania | Full time

Wellness & Customer Service Manager

Dar es Salaam , Tanzania 

Job Description

Our client is looking for Wellness & Customer Service Manager, the ideal candidate will supervise day-to-day operations in the customer service medical department


  • Respond to customer service issues in a timely manner.
  • Create effective customer service procedures, policies, and standards. 
  • Define and communicate customer service standards oversee the achievement and maintenance of agreed customer service levels and standards
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Implement an effective customer loyalty program.
  • Maintain accurate records and document all customer service activities and discussions.
  • Recruit, train, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment when required.
  • Stay informed on the latest industry techniques and methods.
  • Delivering a comprehensive service to enquiring customers
  • Possibly delegating certain customer enquiries to specific teams.
  • Keeping a record of customer interaction and details of actions taken (complains register).
  • Improve customer service experience, create engaged customers, and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities direct the daily operations of the customer service team.
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department ensure the necessary resources and tools are available for quality customer service delivery. 
  • Liaise with company management to support and implement growth strategies co-ordinate and manage customer service projects and initiatives
  • Evaluate and performance manage staff &identify and address staff training and coaching needs

Academic Qualifications

  • Bachelor’s degree / advance diploma from a recognized university.
  • Possess thorough knowledge of Company product.
  • Sound analytical, presentation, communication, and interpersonal skills
  • Moderate computer literacy especially in the use of Microsoft packages
  • Minimum of 5 years’ experience Customer Service or related field in large and reputable organization

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