Job Title: Customer
Care Executive
Hiring Organization: iSON
Xperiences Limited
Location – Locality: Nairobi
Location – Region: Kenya
Industry:
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/11/2024
Position
Summary
The
Customer Care Executive is primarily responsible for ensuring delivery of
exceptional customer service to customers as per the respective client’s SLA.
The
primary focus of a Customer Care Executive is to assist; retain; acquire and/or
recover customers.
Duties And Responsibilities
- Build
rapport with customers by handling each and every customer call in a
courteous; and professional manner
- Ensures
consistently imparts the correct product an each call.
- Obtains;
imparts; clarifies and verifies information to and/or from customers to
ensure delivery of exceptional customer service
- Demonstrate
appropriate levels of empathy in situations that require these skills;and
provides customers with caring individualized attention.
- Accurately
tags each call as per defined tagging list/CRM tagging list.
- Ensure
that the quality of each call is in compliance with predefined quality
parameters.
- Consistently
contributes towards improving customer experience by identifying potential
areas for process/productivity improvements and highlights the same to the
Team Lead
- Utilize
the relevant tools and resources provided by the Company to respond to
customer queries and requests.
- Ensure
strict adherence to established attendance schedules.
- Provides
on the job training support to new team members to facilitate improvement
in their levels of performance – through mentor / mentee relationship.
- Provides
the relevant reports on a daily basis – where applicable.
- Appropriately
escalates customer queries to the Team Lead to ensure speedy resolution of
the same.
- Ensures
daily performance targets are met
Knowledge,
Skills And Abilities
- Minimum
of a Degree
- Excellent
listening skills; uses appropriate probing techniques to facilitate clear
understanding of queries and thus provide appropriate and accurate
solutions to customer queries.
- Good
typing speed and computer skills, particularly with regard to Microsoft
office applications
- Good
communication skills including a clear voice; and fluency in English and
local languages pertaining to the respective location
- Ability
to work in a team environment
- Ability
to maintain a calm disposition particularly in stressful work situations.
- Displays
a positive attitude; ability to remain positive and energetic throughout a
work day.
- Updates
self on comparative product and services
Work
Conditions
- Ability
to work any shift in a 24/7 work environment including odd hours; weekends
and public holidays
- Ability
to work extra hours to meet business needs
- To
reside within reasonable travel distance to the office, as defined by the
Company; to facilitate ease of transport arrangements – where applicable
- May
be required to undergo periodic occupational related medical examination
to assess own suitability for continued employment at the Call Center