Customer Service Executive
Location: Nairobi
Job type: Full time
Job type: Full time
Responsibilities
- Handle and respond to client complains raised.
- Manage client relationships by conducting
regular health checks, asking for feedback, carrying out the bi annual
client service survey and sharing with other departments.
- Follow up on reported damages , repairs and
repeat jobs.
- Manage and update the Corrective Action Report
(CAR) master list.
- Prepare the welcome package for project take
overs.
- Manage the bulk SMS platform for staff by
ensuring accurate and timely relay of information to and from the office.
- Coordinate client exit interviews and document
findings to be shared with other functions in the business.
- Manage the client database and ensure it is
regularly updated.
Minimum academic and professional
qualifications required
- A Diploma in Customer Service/ Marketing or
related field.
- Minimum years of experience.
- A minimum of two (2) years’ experience in
Customer Service in a busy customer service environment
KPI
- 100% resolution within 3 days.
- 100% up to date client database.
- Submit exit interview report 48 hours after
meeting.
- Submit daily and, monthly feedback and bi
annual survey reports.
- Submit monthly damage reports.
- 100% up to date CAR master list.
- Submit take over package 3 days before take
over meeting.
- Relay messages within the same day of receipt.
Skills and Competencies Required
- Ability to multitask
- Ability to be calm under pressure
- Excellent written and verbal communication
skills
- Good decision making skills
- Ability to interact with a diverse group of
people
- Good interpersonal skills
- Proficiency in MS Office suite of packages.
Applications letters and detailed CV
are to be sent by email to apply@dumaworks.com marking the subject as Customer
Care Executive 1766, Your Full name & Phone number.
