Position: Customer Service Coordinator
Location: Kisumu, Kenya
Industry: Manufacturing
Our Client, a Leading and the most
innovative paint company in East Africa providing tailor made solutions to the
construction and retail segments of the market with innovative products,
services and world class after-sales support is urgently seeking to hire a
versatile, enthusiastic and well organized Customer Service Coordinator.
The successful candidate will manage
and supervise Customer Service Executives and Assistants and to ensure
customer’s complaints and queries are addressed satisfactorily so as to
increase customer satisfaction and loyalty by performing the following duties;
Essential Duties & Responsibilities:
·
To ensure proper telephone handling
·
To supervise Customer Service
Executives and Assistants at the Supermarket
·
To maintain discipline and uphold
ethics amongst customer service staff
·
To ensure that proper and accurate
order taking, and billing is undertaken to avoid returns
·
To promptly respond to customers’
queries and/or complaints received through email and other communication
channels.
·
To coordinate with relevant
departments to facilitate efficient service delivery i.e. liaising with Credit,
Dispatch, D.U, Factory whenever need arises
·
To provide technical assistance from
Factory to solve complaints at site
·
To follow up on requisitions to factory
to avoid delays
·
To facilitate customer retention
through efficient service delivery
·
To acquire customers through
referrals and contacts from walk-in customers as well as from the existing
customer data base
·
To offer system training and
technical product knowledge to customers and staff
·
To minimize customer complaints and
returns by setting measures to curb such occurrences
·
To ensure compliance to environment,
health and safety standards and policy requirements for continuous improvement
·
To perform any other duties and
responsibilities as may be assigned from time to time.
Key Competencies & Qualifications:
·
Bachelor’s Degree in Business
Administration, Marketing, PR/Communication or any other related field with a
Psychology (added advantage) background from a recognized institution
·
Must have at least 3 years of
experience in Customer Operations
·
In-depth knowledge of customer
service principles and practices
·
In-depth knowledge of customer
service software, databases and CRM tools
·
Current with relevant technology
trends and applications
·
Ability to effectively communicate
written and verbally to all levels of management
·
Results-oriented, detail-oriented,
organized, able to multi-task, meet tight deadlines, and willing to work beyond
normal scheduled work hours as necessary
·
Organizational skills and the ability
to be proactive and take initiative
If you’re up to the challenge, kindly
send CV and cover letter only to recruitment@linkarkconsultants.com before
close of business 5th August 2019.
Clearly indicate the position applied
for and expected salary on the subject line.
