Sheer Logic Management Consultants is seeking to engage dynamic individuals for Customer Service Executive position for one of our clients to be located in the following regions:
Towns: Naivasha, Kerugoya,
Migori, Maralal, Kapenguria, Nyamira, Kilifi and Voi
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
- 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 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
- Bachelor’s Degree from a recognized university.
- 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 24th May 2021 clearly marking –
“Customer
Service Executive” (Please note that all applicants MUST indicate the town when
applying).