Job Title: Customer Service Representative
Reporting to: Top
Management / Customer Service Manager / Senior Sales Executive
Liaisons: Accounts
/ Production / Warehouse
Position Function: Serves customers by providing product and service information; resolving product and service problems.
Duties and ResponsibilitiesPosition Function: Serves customers by providing product and service information; resolving product and service problems.
- Attend directly to customers either by
telephone, email or face to face.
- Provide help and advice to customers using the
Company’s products.
- Respond promptly to customer enquiries and
orders.
- Resolve product problems by clarifying the
customers’ complaint; determining the cause of the problem; selecting and
explaining the best solution to solve the problem; expediting corrections
or adjustments and following up to ensure resolution.
- Obtain and evaluate all relevant information
to handle product and service inquiries.
- Provide pricing, delivery information and
perform customer verifications.
- Organise workflow to meet customer timeframes,
direct requests and unresolved issues to top management.
- Manage customer accounts, keep accurate
records of customer interactions/ correspondence and transactions.
- Record details of all enquiries made by
customers together with details of actions taken and prepare and submit
customer activity reports to the top management.
- Maintain and update customer databases.
- Contribute to planning and implementing of
sales and marketing strategies together with the team so as to achieve the
envisioned business growth plan.
- Identify avenues for product improvements and
on new products by constantly researching and remaining up to date with
current industry trends, market activities and competitors.
- Develop partnership with customers to ensure
successful market entry plans and trade management.
- Maintain effective communication channels
between sales department and other departments to ensure smooth execution
of business plans and strategies.
- To ensure complaints and after-sales service
issues are managed in time and to the satisfaction of the customer.
Competencies Required
- Minimum Diploma in Business Management /
Customer Care or related field
- At least 3 years customer care experience.
- Strong understanding of customer service
- Fluent in both English and Kiswahili
- Ability to give full attention to customers.
- Strong understanding of customer service
- Ability to identify complex problems and offer
solutions
- Analytical thinking
- Attention to detail
- Initiative
- Dependability.
- Excellent communication skills and an astute
negotiator.
- High level of commercial awareness.
- Strong analytical, problem-solving and
decision-making skills.
- Strong sense of teamwork and ability to work
cross functionally with minimal supervision.
- High level of integrity.
- Very organised and able to handle multiple
activities
- Good knowledge of IT systems and software.
Submit CVS to recruitment@cdl.co.ke
