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]