Sheer Logic Management Consultants is seeking to engage dynamic individuals for Customer Care Executives – Nanyuki position for one of our clients.
Applicants should be residing in the mentioned regions.
Regions: Nanyuki (must be
a resident)
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 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
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
Send your updated CV to recruitment@sheerlogicltd.com by 9th
January 2020.
Clearly indicate “Customer Care Executives – Nanyuki” as the job
title.