Sheer Logic Management Consultants is seeking to engage dynamic
individuals for Customer Service Executives positions for
one of our clients.
Region: Mombasa, Nyeri
and Nyandarua
Job Purpose
The Job purpose can be categorized as follows:-
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 postpaid categories
·
Contribute to, monitor and report daily productivity on all
revenue generating activities
·
Through 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 addressed 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 postpaid
activations
·
Minimise leakage of revenue at the shops by enhancing proper
controls
Skills & Knowledge
·
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:
Kindly send your CV to recruitment@sheerlogicltd.com by 28th
July 2020 clearly marking – “Customer Service Executive” (Please note that all
applicants MUST indicate their preferred town when applying).
