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Customer Relationship Officer Job in Kenya

Customer Relationship Officer 

Job Purpose: Customer relationship officer is required to establish customer needs, formulate resolution and respond in a timely and accurate manner, with the aim of providing excellent customer service to ensure the customer is delighted while achieving high levels of customer retention.

A CRO will handle phone, Internet and face-to-face interactions with clients.

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

Key Responsibilities

  • Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and face to face)
  • Maintain corporate client relations
  • Maintaining a strong knowledge of products of the company.
  • Work within agreed service levels, striving to exceed customer expectations wherever possible.
  • Take ownership of queries and proactively follow through to resolution.
  • Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the supervisor
  • Assist the staff 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
  • Maintain professional working relationship with internal and external customers, customer service management and colleagues
  • Report data statistics as required as well as other reports
  • Provide flexible support for team members and other teams and foster a positive and a motivating environment.
  • 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 the supervisor on progress of selected projects

Skills and Qualifications:
  • Bachelor’s degree or diploma in a social science, Arts, Business or relevant field
  • Demonstrate a positive and flexible approach to changing business priorities.
  • Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
  • Excellent oral communication skills, interpersonal skills and superb listening skills.
  • Knowledge of sales and relationship building process.
  • Must be able to work accurately, under pressure, to meet strict deadlines.
  • Proficient in Microsoft applications (Word, Excel & powerpoint)
  • Good reporting skills
  • 2-3 years working experience in a Customer Service role.

Application:

If you meet the above requirements, please apply in confidence to hr@speedcapital.co.ke by stating current and expected remuneration.

Deadline of application is April 5th 2014.


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