Job Title: Sales Assistant / Customer Service Representative
Reporting: Customer Service Manager / Top Management
Liaison: All functional heads
Location: To be based in Nairobi, Kenya.
Job Summary: The person will be responsible for acting as a liaison
between customers and the organisation. Assists with complaints, orders,
errors, account questions, billing, cancellations, and other queries.Key Duties and Responsibilities
- Providing help and advice to customers using
the organisation's products or services.
- General processing of all customers enquiries
and orders.
- Communicating courteously with customers by
telephone, email, letter and face to face.
- Opens customer accounts by recording account
information.
- Maintains customer records by updating account
information.
- Recording all customer enquires and complaints
in the prescribed forms.
- Resolves product or service problems by
clarifying the customer's complaint; determining the cause of the problem;
selecting and explaining the best solution to solve the problem;
expediting correction or adjustment; following up to ensure resolution.
- Communicates complex customer complaints to
the customer service manager for requisite action.
- Keeping accurate records of discussions or
correspondence with customers.
- Producing written information for customers,
often involving use of computer packages/software.
- Learning about your organisation's products or
services and keeping up to date with changes.
Competencies Required
- Diploma preferably in Sales / Marketing and Business
- At least 3 years customer service experience
- Solid experience in directing Customer Service
Operations
- Strong understanding of customer service
- Excellent communication skills
- Strong analytical, problem-solving and
decision-making skills
- Great ideas and who can think out of the box
- Strong sense of teamwork and ability to work
cross functionally with minimal supervision
- High level of integrity
- Good knowledge of IT systems and software.
If you meet the above requirements,
send your CV to cvs@careerdirections.co.ke by 7th January highlighting the
position applied for in the Subject
