Job Title: Customer
Relationship Executive
Hiring Organization: Securex
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Security
Provider
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 10/29/2023
The
Customer Relationship Executive will be responsible for developing positive
customer experience, fostering strong customer relationships, and supporting
brand loyalty. He/she is responsible for engaging with key customers to ensure
they are satisfied with the company’s solutions and improve on areas of
dissatisfaction.
Duties and Responsibilities
Serve as
the main point of contact in all matters related to client concerns and needs.
Handling
inquiries and requests from customers and addressing their needs.
Building
and strengthening client relationships to achieve long-term partnerships.
Maintaining
and updating accurate client records, keeping track of any contract updates,
service contracts, and renewals.
Stay on
top of accounts, making sure they receive services that are within their budget
and meet their needs.
Proactively
identify route cause of clients’ complaints and resolve them in collaboration
with involved departments to reduce repeat complaints.
Identify
service gaps and advise the client and management accordingly with resolutions.
Offer
support to the collections team regarding client accounts and all outstanding
bills
Work with
operations, technical, sales, and other internal teams to develop strategic
marketing plans ensure client KPIs are being met, and resolve any
service-related concerns.
Develop a
thorough understanding of our products and service offerings to better upsell
and cross-sell to clients and communicate the opportunities to the sales team
regularly.
Meet
regularly with other team members to discuss progress and find new ways to
improve business.
Create
and present reports and business reviews to clients and internal stakeholders
including but not limited to status reports, meeting agendas, minutes, and
action logs.
Cross-selling
and upselling of the company and showcasing the company’s products to potential
and current clients.
Minimum
Requirements and Competencies
2 to 3
years job related experience especially in customer service, sales fields
First
degree in business administration or related field
Proficiency
with common customer success and customer relationship management software,
such as Fresh Sales, Odoo, Salesforce, and Zoho.
Professional
certifications (ex: from Strategic Account Management Association).
Able to
be effective on the phone and in person with internal and external customers
Strong
written and verbal communication skills.
How To
Apply
Interested
candidates should send their comprehensive CV and cover letter to careers@securex.co.ke indicating
on the email subject the position they are applying for by 10th November 2023.
Kindly note that only shortlisted candidates will be contacted.
