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Customer Service Executive Job in Kenya

Job Title: Customer Service Executive
Reports To: Managing Director
Industry: Construction Chemicals
Our client is a fast growing company that started off as specialists in interior décor and wall finishes and recently ventured into the construction chemicals industry. 

They are an ambitious team that thrives on building the business with the core values of service, competitiveness and quality. They are seeking to recruit a Customer Service Executive.

Job Purpose:
 The customer service representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.  

Key Accountabilities 
The position holder will have the following accountabilities;
  • Process sales orders, monitor delivery and update customers on their order status.
  • Advise customers on their account balances and payment status on request and in the order process.
  • Record and monitor equipment repair and maintain maintenance schedules.
  • Respond to customer enquiries or requests including Bon Voyage card enquiries through various media including telephone, email, fax, face-to-face and web chat.
  • Handle all customers complain, monitoring our response time and quality of resolution and closure to its logical conclusion.
  • Provide customers with specific product information.
  • Provide assistance or support on any other service requests and difficulties.
  • Provides timely and accurate information to incoming customer order status and product knowledge requests.
  • Processes customer orders/changes/returns according to established department policies and procedures.
  • Works closely with the credit department to resolve disputed credit items.
  • Provides timely feedback to the company regarding service failures or customer concerns.
  • Partners with the sales team to meet and exceed customer’s service expectations.
Key Qualifications
  • Diploma, general education degree or equivalent
  • Knowledge of customer service principles and practices
  • Knowledge of relevant computer applications
  • Knowledge of administrative procedures
  • 2-3 years’ experience
Job Related Skills
  • Interpersonal skills
  • Communication skills – verbal and written
  • Listening skills
  • Problem analysis and problem-solving
  • Attention to detail and accuracy
  • Data collection and ordering
  • Customer service orientation
  • Adaptability
  • Initiative
  • Stress tolerance
To apply send your Cv to the email address before close of business 17th July 2015.

Clearly indicate the position applied for and your salary expectation on the subject line.

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