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Sep 16, 2017

Customer Service Executive Job in Kenya

Position: Customer Service Executive

Reporting:
Customer Service Manager

Job Purpose: Customer service executive is supposed to formulate resolution and respond in a timely and accurate manner, with the aim of providing excellent customer services and establish the expectations. 

A CSE will handle phone, internet and face to face interactions with clients. 

 
He/ she will manage client adjustments, claims, quotations and process customer orders. 

Will network with all groups and departments involved in customer orders, processing and support.

Key Responsibilities
  • Maintain Customer focus at all times-through mail, phone and face to face
  • Work within agreed service levels, striving to exceed customer expectations wherever possible.
  • Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic
  • Take ownership of queries and proactively follow through to resolution.
  • Ensure all customers’ queries are investigated and reported to the Customer Service Manager
  • Assist the Customer Service Manager and management with any special projects assigned and provide backup to team manager when necessary.
  • Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary
  • Mentoring and developing new staff to meet customer service requirements. Demonstrating willingness to assist team with day to day operations
  • Maintain professional working relationship with internal and external customers, customer service management and colleagues
  • Supports decisions made by Management and conveys positively to team members and other C/S locations.
  • Perform quality assurance on work processed.
  • Report workload statistics as required.
  • Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
  • Provide flexible support for team members and other teams and foster a positive and a motivating environment.
  • Demonstrate a positive and flexible approach to changing business priorities.
  • Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement
  • Identify and escalate recurring or consistent problems with systems functionality
  • Assist in documenting any requirements information and process maps clearly and to the agreed standards
  • Report to local management on progress of selected projects
Skills and Knowledge Job Demands
  • Minimum Academic Requirement- Degree or Diploma in Clearing and forwarding
  • Kenya Certificate of Secondary education
Other Specialist Training or Certifications
  • DGR Category 6
  • KRATI Certificate
Minimum Years of Relevant Experience
  • 1 Year in a clearing and forwarding company as customer service is a MUST
Skills & Competencies
 
Competencies
  • Excellent interpersonal
  • Excellent communication skills
  • Information management skills
How to Apply

If you qualify for the above mentioned position please send your cv to [email protected] on or before 25th September 2017. 

Only shortlisted candidates will be contacted.

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