Job Title: Customer Care Representative
Ref: SEC/HR/DOC/001
Purpose: Point
of contact between Securex and the client. Query resolution and follow-up, data
collection in customer surveys.
Place of Duty: Securex KenyaCore Responsibilities:
- Receive cases (through email, calls and
customer visits) Log complaints into the system and ensure they are
resolved in a timely and effective manner.
- Communicate timelines to the client for
resolving complaint.
- Regular follow up with the relevant HOD’s to
ensure complaints are closed in time.
- Conduct randomized cases closure analysis by
calling in Customers to ensure they have been attended
- Prepare daily report tracking for case
closure.
- Respond to generic Queries and update
transaction log.
- Collect Client details, interests and update
transaction log.
- Interact and work closely with CC Manager to
know / manage Client visit information.
- Ensure 100% adherence to welcome call
schedules and customer visit policy to include regular, post installation
and post incident visits.
- Identify trends of complaints / Customer Care
queries from various perspectives.
- Ensure completion of maintenance follow up on
closed cases and updating of the same on evolution.
- Ensure excellent onboarding experience for
customers through timely welcome calls, delivery of contracts and
Welcome kits
- Update of new customers information to
evolution in liaison with allocated resource.
- Attract potential customer by answering
product and service questions promptly as well as cross selling and
upselling during customer visits and interaction.
- Ensure good housekeeping and filing of
customer documents maintaining and updating customer records, internal
reports and any other documents
- Screening and moderating user submitted data,
answering support requests and performing support functions.
Requirements:
- A degree in Public Relations, Front Office
Management, Business Administration, B.A Social Science or a related field
- Proficiency in basic computer applications
e.g. Microsoft Office
- Valid Driving license
- Good disciplinary record; hence should be
willing to provide Good Conduct certificate when requested to.
Reporting To: The
Customer Care Manager
Application Process:
Application Process:
Send your cover letter, personal
passport size photo and CV to careers@securex.co.ke clearly indicating on the
email heading: ‘Application for the role of Customer Care Executive’.
Application deadline is COB 18th
September 2015
Note: Only shortlisted candidates will be notified.
Note: Only shortlisted candidates will be notified.