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Customer Service Executive Job in Nairobi Kenya

Customer Service Executive
 
Location: Nairobi

Job type:
 Full time

Responsibilities

  • Handle and respond to client complains raised.
  • Manage client relationships by conducting regular health checks, asking for feedback, carrying out the bi annual client service survey and sharing with other departments.
  • Follow up on reported damages , repairs and repeat jobs.
  • Manage and update the Corrective Action Report (CAR) master list.
  • Prepare the welcome package for project take overs.
  • Manage the bulk SMS platform for staff by ensuring accurate and timely relay of information to and from the office.
  • Coordinate client exit interviews and document findings to be shared with other functions in the business.
  • Manage the client database and ensure it is regularly updated.

Minimum academic and professional qualifications required
  • A Diploma in Customer Service/ Marketing or related field.
  • Minimum years of experience.
  • A minimum of two (2) years’ experience in Customer Service in a busy customer service environment
KPI
  • 100% resolution within 3 days.
  • 100% up to date client database.
  • Submit exit interview report 48 hours after meeting.
  • Submit daily and, monthly feedback and bi annual survey reports.
  • Submit monthly damage reports.
  • 100% up to date CAR master list.
  • Submit take over package 3 days before take over meeting.
  • Relay messages within the same day of receipt.
Skills and Competencies Required
  • Ability to multitask
  • Ability to be calm under pressure
  • Excellent written and verbal communication skills
  • Good decision making skills
  • Ability to interact with a diverse group of people
  • Good interpersonal skills
  • Proficiency in MS Office suite of packages.

Applications letters and detailed CV are to be sent by email to apply@dumaworks.com marking the subject as Customer Care Executive  1766, Your Full name &  Phone number.

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