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Customer Care Representative Job in Nairobi Kenya

Customer Care Representative 
You will report to the Head of Dispatch

Duties and Responsibilities
Your functions are as follows:

Attend to telephone calls from clients and respond appropriately and professionally to their transport needs.

Be an efficient and reliable communication link between the clients and management.
Ensure that the information obtained from clients regarding pick ups is clear enough before communicating and assigning the same to the dispatchers.
Make sure that clients are picked in time by ensuring there are clear instructions and maps to client destinations.
Handle and resolve customer complaints and follow up on customer calls where necessary
Route all other calls to the appropriate department when unable to assist accordingly.
Ensure proper records management at the control room. Maintain complete call logs and call reports
Respond to any questions or clarifications the drivers might have in the course of their duties.
Continually offer advice and training to drivers on good customer care skills.
Provide feedback to management on any issues arising. Identify and escalate priority issues that affect service delivery to the management.
Respond to emergency calls from clients regarding transport needs and act on the appropriately.
Maintain proper and reliable records that will assist in serving clients better.
Continually provide feedback to management so as to enable proactive communication with the customers.
Perform any other duties as may be assigned to you by your supervisor.

  • Must hold a diploma in Business management or Tourism management.
  • Short course in customer care services is an added advantage
  • Incumbent is required to have 2 years progressive customer service or direct marketing experience.
  • Must work well under pressure,
  • Be able to juggle many projects simultaneously,
  • And have excellent interpersonal and communication skills.
  • Must also have an excellent sense of priorities.
  • Must be familiar with data base management experience.
  • Must be keen to details.
Applicants should post or email as attachments their CV and cover letter quoting the mentioned position, and outlining how they meet requirements for the position to:

The Human Resource Officer
P. O Box 759-00621
Village Market

Closing Date: 15th July 2012

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