Position: Customer Service Executive
Reporting: Customer Service Manager
Job Purpose: Customer service executive is supposed to formulate resolution and respond in a timely and accurate manner, with the aim of providing excellent customer services and establish the expectations.
Reporting: Customer Service Manager
Job Purpose: Customer service executive is supposed to formulate resolution and respond in a timely and accurate manner, with the aim of providing excellent customer services and establish the expectations.
He/ she will manage client
adjustments, claims, quotations and process customer orders.
Will network with all groups and
departments involved in customer orders, processing and support.
Key Responsibilities
Key Responsibilities
- Maintain Customer focus at all times and
respond to customers’ enquiries (e-mails phone and face to Face)
- Work within agreed service levels, striving to
exceed customer expectations wherever possible.
- Exceed productivity standards; such as overall
accuracy; maintaining Service Level of Agreement; backlog management of
departmental and individual markets and maintaining daily statistic
- Take ownership of queries and proactively
follow through to resolution.
- Ensure all customers’ queries are investigated
and resolved, escalating issues if appropriate, to the Customer Service
Manager
- Assist the Customer / Client Service Manager
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
- Mentoring and developing new staff to meet
customer service requirements. Demonstrating willingness to assist team
with day to day operations
- Maintain professional working relationship
with internal and external customers, customer service Management and
colleagues
- Supports decisions made by Management and
conveys positively to team members and other C/S Locations.
- Perform quality assurance on work processed.
- Report workload statistics as required.
- Work effectively as part of a team to achieve
individual, team and departmental objectives, sharing knowledge and skills
as appropriate.
- Provide flexible support for team members and
other teams and foster a positive and a motivating
Drive for results
- Set high performance standards and pursue
agreed goals
- Strive for constant improvements and take
responsibility for achieving business results and persevere despite
obstacles
- Report problems to management with suggestions
for resolutions
Problem solving and decision making
- Diagnose problems and thoroughly analyze
information to guide decision making
- Evaluate and assimilate critical information
when reaching conclusions and make logical, competent decisions
Team work
- Demonstrate cooperation and trust with
colleagues, managers, teams and across departments
- Actively participate in and conduct organized
meetings.
- Interact with other staff in a professional
and positive manner to foster good rapport, promote team spirit and ensure
effective two way communication.
Adaptability
- Be open to new ideas and make changes in the
job and routine as required
- Work in line with business requirements in a
flexible and optimistic manner
- Complete tasks as directed by management
Planning and Organizing
- Establish action plans and schedules for
meeting departmental priorities
- Assign responsibilities, allocate resources
and coordinate the activities to yourself and others so as to meet the
objectives given
Impact and influence
- Promote your ideas persuasively and shape the
opinion of your managers and to overcome resistance
- Build consensus for action and negotiate
mutually beneficial Solutions
eMail: recruitment@careerdirections.co.ke