Customer Service Executive Job in Nairobi

Sheer Logic Management Consultants is seeking to engage dynamic individuals for Customer Care Executive position for one of our clients.

Regions: Eldoret, Kakamega, Kericho, Kisumu, Kitale, Nakuru, Malindi, Mombasa, Mtwapa, Nyali, Meru and Nyeri.
Job Purpose
The Job purpose can be categorized as follows:-
Service and Standards
·         The Customer Service Executive is responsible for meeting the Customer Care Department Standards.
·         To ensure consistent standards of service excellence through implementation of continuous improvement initiatives.
 Business Link
·         As the first point of contact to the customer, acts as a link between the customer and the business.
·         Keeps management informed of schedules, priorities, and problems.
·         Participates in performance appraisals.
Direct impact on the business
·         Responsible for growth of business through retention and relationship building.
·         Accountable for company assets e.g stocks
Responsibilities 
·         Manage Customer Relationship and Documentation compliance and completion.
·         Maintain the defined quality of Customer service standards
·         Manage the customer contact queue and customers tolerance
·         Communicate and escalate factors that impact on customer experience to the appropriate Airtel departments.
·         Manage service delivery aligned to customer needs and business objectives
·         Monitor and maintain facilities
·         Manage service delivery aligned to customer needs and business objectives
·         Drive sales in the Walk in centers
·         Increase customer base in both prepaid and post paid categories
·         Contribute to, monitor and report daily productivity on all revenue generating activities
·         Throug contact with the customers, give feedback on customer reactions to products and services rendered
·         Achieve/exceed set targets
·         Communicate, improve interaction and escalate factors that impact on Customers experiences to appropriate departments
·         Ensure Customer complaints are adressed appropriately and resolution given within Service standards
·         Promotes and maintains a high quality, professional, service oriented company’s image among users.
·         Participate in quarterly employee satisfaction survey
·         Reduce instances of fraud in both prepaid and post paid activations
·         Minimise leakage of revenue at the shops by enhancing proper controls
Skills & Knowledge
·         University Degree (with a business bias or equivalent)
·         A minimum of 2½ years’ experience in retail sales and customer service (experience in a telecommunication industry would be an added advantage)
·         Excellent, high level knowledge; complete understanding and wide application of technical principles, theories and concepts in the field of expertise and general knowledge of other related disciplines.
 How To Apply

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