Customer
Care Representatives
Location: Nairobi
Company Description: Leading security provider in East Africa.
Job Type: Full time.
Purpose: To ensure
Customers satisfaction.Company Description: Leading security provider in East Africa.
Job Type: Full time.
Responsibilities:
1) Receive cases (through email and calls), log them to Evolution and direct it to respective representatives and teams for resolution Log complaints into the system and ensure they are resolved in a timely and effective manner.
2) Communicate timelines to the client for resolving complaint.
3) Regular follow up with the relevant HOD’s to ensure complaints are closed in time.
4) Conduct randomized cases closure analysis by calling in Customers to ensure they have been attended.
5)
Prepare daily report tracking for case closure.
6) Respond to generic Queries and update transaction log.
7) Collect Client details, interests and update transaction log.
8) Interact and work closely with CC Manager to know / manage Client visit information.
9) Ensure 100% adherence to welcome call schedules and customer visit policy to include regular, post installation and post incident visits.
10) Identify trends of complaints / Customer Care queries from various perspectives.
6) Respond to generic Queries and update transaction log.
7) Collect Client details, interests and update transaction log.
8) Interact and work closely with CC Manager to know / manage Client visit information.
9) Ensure 100% adherence to welcome call schedules and customer visit policy to include regular, post installation and post incident visits.
10) Identify trends of complaints / Customer Care queries from various perspectives.
11)
Ensure completion of maintenance follow up on closed cases and updating of the
same on evolution.
12) Ensure excellent onboarding experience for customers through timely welcome calls, delivery of contracts and Welcome kits.
13) Update of new customers information to evolution in liaison with allocated resource.
14) Attract potential customer by answering product and service questions promptly as well as cross selling and upselling during customer visits and interaction.
15) Ensure good housekeeping and filing of customer documents maintaining and updating customer records, internal reports and any other documents
16) Screening and moderating user submitted data, answering support requests and performing support functions.
Applications letters and detailed CV are to be sent by email to apply@dumaworks.com marking the subject as Customer Care Representatives 1716, Your Full name & Phone number
12) Ensure excellent onboarding experience for customers through timely welcome calls, delivery of contracts and Welcome kits.
13) Update of new customers information to evolution in liaison with allocated resource.
14) Attract potential customer by answering product and service questions promptly as well as cross selling and upselling during customer visits and interaction.
15) Ensure good housekeeping and filing of customer documents maintaining and updating customer records, internal reports and any other documents
16) Screening and moderating user submitted data, answering support requests and performing support functions.
Applications letters and detailed CV are to be sent by email to apply@dumaworks.com marking the subject as Customer Care Representatives 1716, Your Full name & Phone number
