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Client Relationship Representative Job in Kenya

Client Relationship Representative

As the first line customer liaison, the primary role is to:-
  • To increase customer retention through enrollment and creating awareness of the programme
  • To increase the average number of leads per client through cross-selling and up-selling
  • To handle customers enquiries promptly, efficiently and professionally to fulfill the call centre’s expectations and meet the set service and sales target
Duties and Responsibilities:
  • Provide information to the client about the programme
  • Convince clients to enroll for the programme
  • Record information on reason for non-enrollment or complaints
  • Confirm client contact information and update on CRM
  • Propose financing options to clients in line with Company policy
  • Cross sell and/or up sell products to clients who have shown interest in the programme.
  • Perform investigation on general queries, complaints and follow up with other supporting departments
  • Advise clients on payment options
  • Follow up on leads and enrollment
  • Escalate urgent matters raised by clients
  • Handle sales campaigns, feedback Surveys and other campaigns as required
  • Actively participate in process improvement meetings as required
  • Update leads tracker and daily enrollment
Skills and key competencies:
  • Must have a British or American accent
  • Good IT literacy skills (good typing skills)
  • Excellent communication skills - verbal and written
  • Service oriented mindset with a high degree of maturity
  • Ability to remain composed while handling stressful situations
  • Organized and meticulous in carrying out duties
  • Maintains a high level of integrity and observes confidentiality of client data.
  • Team player with pleasant disposition
  • Well presented and tactful
  • Numerate and quick thinker
  • Ability to multi-task
  • An extrovert and confident
Qualifications and Experience:
  • Tertiary education (degree or diploma) from a recognised institution
  • Business related course is an added advantage
  • Minimum of 1 year experience in client relationship/customer service
  • Minimum of 1 year sales experience
  • Experience in the insurance, banking, telco and retail industry will provide an added advantage
  • Past experience in a call center will be an added advantage
Certificate of Good Conduct is a prerequisite

Qualified and Interested candidates to send in their resumes to clearly indicating the position on the subject line. 

All applications should reach us by 12th February 2016.

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