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Customer Service Assistant Job in Kenya

Job Title: Customer Service Assistant
 
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 and respond to customers’ enquiries (e-mails 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 resolved, escalating issues if appropriate, 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.
  • 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.
  • 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.
Application Process:
 
Interested candidates are invited to strictly email their cover letter and CV, clearly detailing their current remuneration and expectations to apply@hrmconnection.com  before end of day 24th April 2015 


Only short listed candidates will be contacted

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