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Customer Care Representative Job in Kenya

Job Title: Customer Care Representative 
Ref: SEC/HR/DOC/001
Purpose: Point of contact between Securex and the client. Query resolution and follow-up, data collection in customer surveys.

Place of Duty: Securex Kenya

Core Responsibilities:

  • Receive cases (through email, calls and customer visits) Log complaints into the system and ensure they are resolved in a timely and effective manner.
  • Communicate timelines to the client for resolving complaint.
  • Regular follow up with the relevant HOD’s to ensure complaints are closed in time.
  • Conduct randomized cases closure analysis by calling in Customers to ensure they have been attended
  • Prepare daily report tracking for case closure.
  • Respond to generic Queries and update transaction log.
  • Collect Client details, interests and update transaction log.
  • Interact and work closely with CC Manager to know / manage Client visit information.
  • Ensure 100% adherence to welcome call schedules and customer visit policy to include regular, post installation and post incident visits.
  • Identify trends of complaints / Customer Care queries from various perspectives.
  • Ensure completion of maintenance follow up on closed cases and updating of the same on evolution.
  • Ensure excellent onboarding experience for customers through timely welcome calls,  delivery of contracts and Welcome kits
  • Update of new customers information to evolution in liaison with allocated resource.
  • Attract potential customer by answering product and service questions promptly as well as cross selling and upselling during customer visits and interaction.
  • Ensure good housekeeping and filing of customer documents maintaining and updating customer records, internal reports and any other documents
  • Screening and moderating user submitted data, answering support requests and performing support functions.
  • A degree in Public Relations, Front Office Management, Business Administration, B.A Social Science or a related field
  • Proficiency in basic computer applications e.g. Microsoft Office
  • Valid Driving license
  • Good disciplinary record; hence should be willing to provide Good Conduct certificate when requested to.
Reporting To: The Customer Care Manager

Application Process: 

Send your cover letter, personal passport size photo and CV to clearly indicating on the email heading: ‘Application for the role of Customer Care Executive’. 

Application deadline is COB 18th September 2015

 Only shortlisted candidates will be notified.

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