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Customer Relationship Officer Job in Kenya

Customer Relationship Officer 

Job Purpose: Customer relationship officer is required to establish customer needs, formulate resolution and respond in a timely and accurate manner, with the aim of providing excellent customer service to ensure the customer is delighted while achieving high levels of customer retention.

A CRO will handle phone, Internet and face-to-face interactions with clients.

Will network with all groups and departments involved in customer orders, processing and support.

Key Responsibilities

  • Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and face to face)
  • Maintain corporate client relations
  • Maintaining a strong knowledge of products of the company.
  • Work within agreed service levels, striving to exceed customer expectations wherever possible.
  • Take ownership of queries and proactively follow through to resolution.
  • Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the supervisor
  • Assist the staff and management with any special projects assigned and provide backup to team manager when necessary.
  • Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary
  • Maintain professional working relationship with internal and external customers, customer service management and colleagues
  • Report data statistics as required as well as other reports
  • Provide flexible support for team members and other teams and foster a positive and a motivating environment.
  • Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement
  • Identify and escalate recurring or consistent problems with systems functionality
  • Assist in documenting any requirements information and process maps clearly and to the agreed standards
  • Report to the supervisor on progress of selected projects

Skills and Qualifications:
  • Bachelor’s degree or diploma in a social science, Arts, Business or relevant field
  • Demonstrate a positive and flexible approach to changing business priorities.
  • Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
  • Excellent oral communication skills, interpersonal skills and superb listening skills.
  • Knowledge of sales and relationship building process.
  • Must be able to work accurately, under pressure, to meet strict deadlines.
  • Proficient in Microsoft applications (Word, Excel & powerpoint)
  • Good reporting skills
  • 2-3 years working experience in a Customer Service role.


If you meet the above requirements, please apply in confidence to by stating current and expected remuneration.

Deadline of application is April 5th 2014.

Please indicate the position you are applying for in the subject field.

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