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Customer Care Job in Kenya

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: Embu, Kapenguria, Narok and Kerugoya

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


  • 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
  •  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
  • Promotes and maintains a high quality, professional, service oriented company’s image among
  • 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 by 28th June 2021 clearly marking – “Customer
Service Executive” (Please note that all applicants MUST indicate the town when applying).

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