Customer Care Executive Job in Kenya

Job Title: Customer Care Executive
Hiring Organization: iSON Xperiences Limited
Location – Locality: Nairobi
Location – Region: Kenya
Job Type: Full Time
Salary: KES Competitive
Date Posted: 03/11/2024

iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise.

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

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