Sheer Logic Management Consultants is
seeking to engage dynamic individuals for Customer Care Executives position for one of our clients.
Regions: Mombasa, Western, Rift Valley and Central
Regions: Mombasa, Western, Rift Valley and Central
Salary: 24,000
per month plus commissions
The Job purpose can be categorized as
follows:
Responsibilities
Service and Standards
·
The Customer Service 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 Accountabilities
·
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 Airtel departments.
·
Manage service delivery aligned to
customer needs and business objectives
·
Monitor and maintain facilities
·
Manage service delivery aligned to
customer needs and business objectives
·
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
·
Throug contact with the customers,
give feedback on customer reactions to products and services rendered
·
Achieve/exceed set targets
·
Communicate, improve interaction and
escalate factors that impact on Customers experiences to appropriate
departments
·
Ensure Customer complaints are
adressed appropriately and resolution given within Service standards
·
Promotes and maintains a high
quality, professional, service oriented company’s image among users.
·
Participate in quarterly employee
satisfaction survey
·
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)
·
A minimum of 2½ years’ experience in
retail sales and customer service (experience in a telecommunication industry
would be an added advantage)
·
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.
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 27th February 2019 to the
Sheer Logic Management Consultants E- Mail recruitment@sheerlogicltd.com or http://sheerlogicltd.com//browse-jobs/ clearly marking – Customer Service Executive. Only
short-listed candidates will be contacted. Our Client is an Equal opportunity
employer.