Job Title: Customer Care Assistant
Department:Operations
Reports To: Head
of Operations
Job Objective:Making sure every customer who comes through the door
leaves happy, a customer service assistant provides help and advice whenever
they can.Duties and Responsibilities:
- Ensure to provide excellent customer service
through phone, e-mail, chat, etc. in timely and accurate manner.
- Serve as liaison between customer support
team, management and clients to improve customer service and business
productivity.
- Analyze client complaints and provide
appropriate corrective actions.
- Assist directly or route clients to the
appropriate personnel for assistance.
- Ensure client satisfaction by meeting their
needs in courteous and timely manner.
- Track, follow-up and resolve client’s
outstanding issues in a timely fashion.
- Develop customer service programs in order to
provide outstanding service.
- Prepare documentation and reports on routine
customer correspondence for future reference purpose.
- Assist in training peers on improving client
support service.
- Develop and maintain in-depth product
knowledge.
- Conduct customer surveys about the
Institution’s service so as to obtain feedback.
- Communicate customer feedback to technical and
marketing teams in order to develop processes for better serving
customers.
- Maintain weekly reports on client inquiries,
responses and feedback so as to develop customer service analytics and
trends.
Skills and Competencies:
- Possess good communication and analytical
skills
- A team player
- Ability to adjust priorities and manage time
wisely in a fast-paced environment.
- Problem solving skills
- Experience in marketing and Business
development in a clearing and forwarding company.
- Computer Literacy
Education/Experience:
- A Diploma graduate from a recognized
university/college
- Minimum of 5 years working experience.
Qualified candidates willing to work
in Mombasa should send their application letters and CV’s including names of
three referees and a daytime telephone contact and quoting current and expected
salary to careersmombasa@gmail.com.
Interviews will be done on a rolling
basis until the position is filled.
Only shortlisted candidates will be
contacted.