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Customer Care Executive Job in Nairobi, Kenya

Job Title: Customer Care Executive

Job Code: CCE/FD/170928
Number of Positions Open: 1

Reports To: Finance and Admin Manager
Location: Nairobi, Kenya

Closing Date: Open Until Filled

Summary: Our client is a regional importer for both alcoholic and non-alcoholic brands throughout East Africa. 

Job Summary: To ensure customer satisfaction both internally and externally in order to achieve the company’s set objectives. 

The role also provides assistance to the Sales and Operations team through the implementation of Customer Strategy and Activity Plans for a select portfolio of customers, within a geographical region thereby optimizing the sales and market share growth.

Primary Responsibilities:

Customer Relationship Management
·                     Efficient Complaints Handling; Track and maintain records for all the complaints received.
·                     Give feedback in writing to customers for all the complaints raised; Analyse the complaints on a monthly basis and identify long-term solutions. Ensure clear communication when talking with the customers;
·                     Ensure timely and professional responses to all complaints, requests and queries received
·                     Be knowledgeable and updated on stocks status, customer balances, order delivery so as to effectively and accurately communicate to the client
·                     Research and compilation of answers for informational requests from customers
·                     Proper recording and scrutiny of the complaints received
·                     Maintain and develop external party relationships
·                     Prepare reports on the activities of the Customer Care department
·                     Render useful administrative support to other members of the team
·                     Confer with customers by telephone or in person in order to provide information about products and services; Selling the company’s products - provide product or service information to assist customers in making a decision about a product to buy; help generate sales leads. Efficient telesales
·                     Market Returns - Efficient Returns Handling Procedure; Ensure that the returns procedure is adhered to at all times - approvals should be considered before bringing back the products. Handling Problems –customer inquiries & complaints in accordance with the company’s guidelines and policies; send customers their replacement products or reverse erroneous fees
Efficient Order Processing
·                     Processing new client accounts, maintaining customer accounts, implementing changes to existing accounts, filing documents and other paperwork; Maintain proper records for all orders received
·                     Ensure accurate invoicing of clients handled and collection of payment
·                     Follow up on customer orders, new leads and ensure timely delivery
·                     Handle client correspondence on order delivery: Receive orders, forward to finance, communicate availability to customer and confirm payment terms.
·                     Follow up on bad debts and weekly report on the same
·                     Source for quotations from suppliers, forward LPOs and follow up on delivery of items purchased.
Qualifications and Experience:
·                     A deep knowledge of the operations of a customer care department in an organisation.
·                     Outstanding communication (written and oral) and interpersonal skills enabling one to deal with internal and external customer support professionally
·                     Creative problem-solving skills
·                     Excellent organizational and time management ability
·                     In depth understanding of customer relationship management
Work Environment: You’ll usually work standard office hours, although you may need to work longer hours to meet deadlines.

To Apply:

Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address by scrolling down and clicking on: Customer Care Executive


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