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
Responsibilities
- 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 28th June 2021 clearly marking – “Customer
Service Executive” (Please note that all applicants MUST indicate the town when
applying).