Role Profile: Customer
Service Executives
Sheer Logic is seeking to engage dynamic
individuals for the Customer Service Executives position for one of our
clients.
The position is open in the following
locations: Kakamega, Nakuru, Eldoret, Kisumu, Thika, Mombasa and Nairobi.
Job Summary
Service and Standards
·
The
Showroom Customer Care Executive is responsible for meeting the Customer Care
Department Standards.
·
To
ensure consistent standards of service excellence through implementation of
continuous improvement initiatives.
Business Link
·
As
the first point of contact to the customer, acts as a link between the customer
and the business.
·
Keeps
management informed of schedules, priorities, and problems.
·
Participates
in performance appraisals.
·
Direct
impact on the business
·
Responsible
for growth of business through retention and relationship building.
·
Accountable
for company assets e.g stocks,
Key Responsibilities
1. Walk- in Operations Management to achieve against customer satisfaction measurements
·
Manage
Customer Relationship and Documentation compliance and completion.
·
Maintain
the defined quality of Customer service standards
·
Manage
the customer contact queue and customers tolerance
·
Communicate
and escalate factors that impact on customer experience to the appropriate
departments.
2. Business and Revenue growth to support
Kenya Achieve the set Revenue and subscriber targets
·
Drive
sales in the Walk in centers
·
Increase
customer base in both prepaid and post paid categories
·
Contribute
to, monitor and report daily productivity on all revenue generating activities
·
Identify
flaws in current procedures and/or policies with a view of improvement
3. Customer Relationship Management
·
Communicate,
improve interaction and escalate factors that impact on Customers experiences
to appropriate departments
·
Contribute
to the development of updated Customer Care Policy, Process and Procedure
document
·
Ensure
Customer complaints are adressed appropriately and resolution given within
Service standards
4. Leadership and Business Management
·
Takes
responsibility for individual performance.
·
Jointly
plans the operational activities of the Walk-in centre under guidance from the
Showroom manager.
·
Promotes
and maintains a high quality, professional, service oriented company’s image
among users.
·
Ensure
proper maintainance of all office equipment
5. Risk and control
·
Reduce
instances of fraud in both prepaid and post paid activations
·
Minimise
leakage of revenue at the shops by enhancing proper controls
Qualifications
·
University
Degree (with a business bias or equivalent)
·
Excellent,
high level knowledge; complete understanding and wide application of technical
principles, theories and concepts in the field of expertise and general
knowledge of other related disciplines.
·
A
minimum of 2½ years experience in retail sales and customer service
(experience in a telecommunication industry would be an added advantage)
·
IT
literacy
·
Able
to operate in a performance driven organization
·
Working
knowledge of English & Kiswahili( a third language e.g. French, Spanish
e.t.c will be an added advantage)
Skills Required
·
Natural
Customer Service oriented; on delivery of an exceptional service experience
·
Strong
analytical skills and problem solving skills
·
High
personal standards and goal oriented
·
Excellent
interpersonal skills
·
High
Degree of Integrity
·
Capable
of working under minimum supervision
How to Apply
If you believe your career objectives match
this exciting position, please forward your application and detailed C.V
stating your current position, remuneration, contact details by 9th November
2017 to the Sheer Logic Management Consultants E-
Mail:sheerlogictalentsourcing6@gmail.com clearly marking “Customer
Service Executive” on the subject line.
Also, indicate your preferred location.
Only shortlisted candidates will be contacted