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CUSTOMER CARE

Customer Service Executive Jobs in Kenya

by fixus December 19, 2016
December 19, 2016

Customer Service Executive Jobs in Kenya

Our Client is in the FMCG Industry currently recruiting a Customer Service Executive

Customer Service Executive Job Key Roles and Responsibilties

  • To remain as basic point of contact for customers with queries, complaints, feedback’s, requests
  • Ensuring timely and professional responses to all complaints, requests and queries received
  • Research and compilation of answers for informational requests from customers
  • Proper recording and scrutiny of the complaints received
  • Maintain and develop external party relationships
  • Preparing reports on the activities of the Customer Care department
  • Efficient dealing of complaints to completion and enabling satisfaction of customer.
  • Rendering useful administrative support to other members of the team
  • Follow up on customer orders and ensure timely delivery
  • Follow up on new leads
  • Ensure accurate invoicing of clients handled and collection of payment

Role Summary

Customer Relationship Management

  • Efficient Complaints Handling; Track and maintain records for all the complaints received.
  • Give feedback in writing to customers for all the complaints raised; Analyse the complaints on a monthly basis and identify long-term solutions. Ensure clear communication when talking with the customers;

Efficient Order Processing

  • Include processing new client accounts, maintaining customer accounts, implementing changes to existing accounts, and filing documents and other paperwork; Maintain proper records for all orders received; Speed of invoicing
  • Assisting in Sales -Confer with customers by telephone or in person in order to provide information about products and services; Selling the company’s products – provide product or service information to assist customers in making a decision about a product to buy; help generate sales leads. Efficient telesales
  • Market Returns- Efficient Returns Handling Procedure; Ensure that the returns procedure is adhered to at all times – approvals should be considered before bringing back the products. Handling Problems –customer inquiries & complaints in accordance with the company’s guidelines and policies; send customers their replacement products or reverse erroneous fees

Requirements for the Customer Service Executive Job

  • A Business Related course in Marketing,Sales and Customer care.
  • A deep knowledge of the operations of a customer care department in an organisation.
  • Outstanding communication (written and oral) and interpersonal skills enabling one to deal with internal and external customer support professionally
  • Creative problem solving skills
  • Good understanding of the current market position of the product to which the customer support service is provided
  • Capacity to work both as an individual and as a team
  • Excellent organizational and time management ability
  • In depth understanding of customer relationship management
  • Excellent computer skills
  • Display of professionalism, courtesy and maturity
  • Speed/velocity and capable of meeting deadlines
  • In depth understanding of business processes and principles
  • Highly self-motivated, willing to learn and quick adaptation to new processes within less time frame
  • Basic computer knowledge with MS-Office, Outlook and effective browsing skills

Behavioural Competencies

  • People Management skills
  • Good interpersonal skills
  • Coordinating and organising ability
  • Active listening and attention to detail
  • Analytical skills
  • Negotiating Skills
  • Excellent selling skills
  • Assertive
  • Solution oriented
  • A strategic thinker.

How to Apply

If you feel you fit the above role, please send your CV only quoting the job title on the email subject to [email protected] N.B: We do not charge any fee for receiving your CV in our database nor for interviewing. Only candidates short-listed for interview will be contacted. For unsolicited applications, please send your CV to [email protected]

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