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]