Kyosk Digital Services
Customer Experience Executive
Multiple Locations in
Kenya | Operations | Full-time
Role Profile: We are looking to
bring onboard a Customer Experience Executive to join our operations team.
The role holder will play key role in resolving customer issues and act as an interface between the customer (both internal and external) and the solution providers.
He/she will address complaints, resolve issues and drive
customer satisfaction and retention for the business.
Key Responsibilities:
·
Customer Management: Handled all incoming or outgoing customer
communication from Kyosk’s customers via various channels and ensure customer
queries are addressed in a timely and efficient manner. Updated Customers on
delayed deliveries/and or non-deliveries with clear timelines on expected
delivery timelines. Solved customer concerns within the organization and
escalate issues that cannot be solved immediately. Provide prompt &
professional replies to all customers queries.
·
Customer Retention: Provided customers with technical support
using the company products. Provide customers with new information about
company services and products including modifications and improvements. Build
sustainable relationships of trust through open and interactive communication.
·
Market Analysis: Actively drive market analysis initiatives to
identify key trends in the market, monitor customer behaviour and share this
data with the Customer Service Manager to drive retention and new customer
acquisition. Conduct in-person field visits to current customers to deliver the
highest quality of support and address customer questions and concerns to
ensure a high level of customer satisfaction.
·
Support Sales: Generate sales leads by upselling and
cross-selling; identify and assess customers’ needs and share this feedback
with the sales team for action. Drive revenue and customer retention through
customer relationship management. Support the selling processes for our
customers to generate additional Sales.
·
Service improvement: Utilize feedback from customers to
facilitate improved quality of services being provided. Collaborate with the
Operations, Sales & Product teams to share improvement ideas. Work
collaboratively with the Customer Service Manager to develop a first-class
service experience for all our customers.
·
Relationship Management: Actively build, manage, and maintain
strong positive customer relationships and ensure top of mind awareness for our
customers.
·
Reporting: Prepare daily customer engagement reports against the
set key deliverables. Highlight key customer concerns, queries and issues that
require resolution at a higher level. Follow up on issue resolution with
respective stakeholders to ensure all raised customer concerns are fully
addressed and acted upon per the company guidelines.
·
Operational Excellence: Support the Customer Service Manager to
create and roll out customer satisfaction surveys to identify what’s working,
the gaps and the areas of improvement with an aim to drive high levels of
customer engagement and retention.
Minimum Requirements
& Key Skills:
·
A minimum of 2 years experience in customer service,( with a
focus on customer complaint resolution and/or call centre)
·
Familiarity with customer management systems;(ticketing systems,
service desks or CRM is a plus)
·
Ability to handle irate customers in a calm and diplomatic
manner;
·
Strong persuasion and negotiation skills;
·
Ability to evaluate and prioritize work accordingly;
·
Personal drive with a sense of urgency and an ability to
demonstrate a strong commitment to managing initiatives to a successful
conclusion;
·
Energetic with a passion for customer service;
·
Have an ability to influence and collaborate with a team;
·
Excellent written and oral communication skills, with the
confidence to interact at all levels of the organization.
Competencies &
Skills
·
Customer Orientation;
·
Problem Solving Skills;
·
Stakeholder Management;
·
Persuasion and Influencing Skills;
·
Team player.
About the Company:
Export Trading Group is the largest agricultural-commodity
supply chain company in East and Southern Africa. The Company originates (buys)
crops at the farm gate “up country” in over 25 African countries, aggregates
and processes them in a network of proprietary facilities and exports them
internationally.
Using this infrastructure in reverse, the Company imports
fertilizer and rice, break bulk and processes them, and distributes them to
smallholders.
ETG Digital Platforms (Kyosk) is building the future of the
retail of everyday essentials and access to financial services in Africa,
starting from Kenya.
Kyosk Digital Services limited is a tech-led platform that
connects informal retailers who retail in kiosks and other similar retail
outlets directly to fast-moving consumer goods companies (FMCGs) by
communicating demand from retail outlets directly to FMCGs and their
distributors and managing the delivery of the goods to the kiosks.
Our digital ordering and delivery platform – Kyosk, ensures that
these retail outlets get access to stock at competitive prices and have them
delivered directly to them. FMCGs find the traditional distribution chain to be
inadequate as well, making it expensive for them to serve kiosk-type retail
outlets, leading to high incidences of product stock-outs and lost sales
opportunities. By providing FMCGs with good data visibility, we solve this
major problem of theirs.
If you want to become a business leader in the emerging digital
technology space and join a rapidly growing company of passionate and
determined individuals with a singular will to win, Kyosk Digital is the
organization for you.
Apply online at: Customer
Experience Executive
Apply by: June 28, 2022