Job Title: Customer Service Representative
As a Customer Service
Representative, you will be responsible for providing exceptional service and
support to our customers through a variety of channels including phone, email,
chat, and social media.
You will be the primary point
of contact for customers and will be responsible for resolving their issues and
addressing their concerns in a timely and efficient manner.
Responsibilities:
- Responding promptly to customer inquiries and requests via
phone, email, chat, and social media
- Providing accurate, valid, and complete information to
customers regarding products, orders, shipping, and returns
- Resolving customer complaints and issues related to product
quality, shipping, billing, and returns in a timely and efficient manner
- Facilitating customer transactions and payments, ensuring
accuracy and security
- Upselling and cross-selling products and services to
customers to increase revenue and customer loyalty
- Identifying and assessing customers' needs to achieve
satisfaction and retention
- Collaborating with other departments, such as logistics and
product development, to resolve customer issues or improve the customer
experience
- Tracking and reporting customer feedback and trends to
management to inform business decisions and improve overall customer
experience
- Maintaining accurate customer records, including contact
information, orders, and interactions
- Providing feedback and suggestions to improve customer
service processes and procedures
- Participating in ongoing training and professional
development opportunities to improve customer service skills and knowledge
Requirements:
- Degree in any business-related field
- 3-4 years of experience in customer service or a related
field preferably in e-commerce
- Excellent verbal and written communication skills
- Strong problem-solving and decision-making abilities
- Ability to remain calm and professional in stressful
situations
- Comfortable with using and learning new technologies and
software
- Ability to work independently as well as part of a team
- Knowledge in any CRM software
Interested parties should send
their applications on or before 1st May 2023 to careers@morsanhr.co.ke with
position title on the subject line