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.
Qualifications:
Qualifications:
- 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
Nairobi.
E-mail: recruit@jimcab.co.ke
The Human Resource Officer
P. O Box 759-00621
Village Market
Nairobi.
E-mail: recruit@jimcab.co.ke
Closing Date: 15th July 2012
