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Customer Service Executive Job in Kenya

Position: Customer Service Executive 

Reporting:
 Customer Service Manager 

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 / Client 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. Demonstrating willingness to assist team with day to day operations
  • 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.
  • Perform quality assurance on work processed.
  • 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.
  • Provide flexible support for team members and other teams and foster a positive and a motivating
Drive for results
  • Set high performance standards and pursue agreed goals
  • Strive for constant improvements and take responsibility for achieving business results and persevere despite obstacles
  • Report problems to management with suggestions for resolutions
Problem solving and decision making
  • Diagnose problems and thoroughly analyze information to guide decision making
  • Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions
Team work
  • Demonstrate cooperation and trust with colleagues, managers, teams and across departments
  • Actively participate in and conduct organized meetings.
  • Interact with other staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.
Adaptability
  • Be open to new ideas and make changes in the job and routine as required
  • Work in line with business requirements in a flexible and optimistic manner
  • Complete tasks as directed by management
Planning and Organizing
  • Establish action plans and schedules for meeting departmental priorities
  • Assign responsibilities, allocate resources and coordinate the activities to yourself and others so as to meet the objectives given
Impact and influence
  • Promote your ideas persuasively and shape the opinion of your managers and to overcome resistance
  • Build consensus for action and negotiate mutually beneficial Solutions

eMail: recruitment@careerdirections.co.ke

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