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Customer Service Executives Jobs in Kenya

Sheer Logic Management Consultants is seeking to engage dynamic and experienced individuals fo Customer Service Executives position.

Location: Migori, Eldoret, Nakuru

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 12th April 2021 clearly marking the job title.

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