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Customer Care Representative Job in Nairobi, Kenya

Company Name: Safepak Limited

Position Title: Customer Care Representative
Position Type: Full time
Reports to: Sales & Admin Manager
Location: Nairobi
General Responsibilities / Duties

·         Managing incoming calls and customer service inquiries.
·         Identifying and assessing customers’ needs to achieve satisfaction.
·         Writing down customer orders and issue the orders to dispatch.
·         Ensuring that the payments for cash sales are done before receipts for any order are generated.
·         Coordinate on delivery of customer’s order to ensure all the deliveries have been done on time.
·         Give instructions in the evening to ensure all trucks have been loaded in the evening for the morning deliveries.
·         Build sustainable relationships and trust with customer accounts through open and interactive communication.
·         Provide accurate, valid and complete information by using the right methods/tools.
·         Meet personal /customer service team sales targets and call handling quotas.
·         Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution, keep records of customer interactions, process customer accounts and file documents.
·         Follow communication procedures, guidelines and policies.
·         Recommends potential products to management by collecting customer information. Contributes to team effort by accomplishing related results as needed.
·         Take extra mile to engage customers.
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