Showroom
Customer Care Executive
Business Unit / Function: Commercial - Customer Care
Business Unit / Function: Commercial - Customer Care
Department:
Customer Care
Administrative
Reporting to: Showroom
Manager
Functional
Reporting to: Showroom
Customer Care Executive
Job Purpose: Sheer
Logic Management Consultants is seeking to recruit a Showroom Customer Care
Executive on behalf of our client, a leading Telecommunications Service
Provider in Kenya.
The
role is responsible for:
Service
and Standards:
- The
Showroom Customer Care Executive is responsible for meeting the Customer
Care Department Standards to ensure consistent standards of service
excellence through implementation of continuous improvement initiatives.
Business
Link:
- As
the first point of contact to the customer, acts as a link between the
customer and the business;
- Keeps
management informed of schedules, priorities, and problems; and
- Participates
in performance appraisals.
Direct
impact on the business:
- Responsible
for growth of business through retention and relationship building.
- Accountable
for company assets e.g stocks
Key
Result Areas
Walk- in Operations Management to Achieve Against Customer Satisfaction Measurements
Walk- in Operations Management to Achieve Against Customer Satisfaction Measurements
- Manage
Customer Relationship and Documentation compliance and completion;
- Maintain
the defined quality of Customer service standards;
- Manage
the customer contact queue and customers tolerance;
- Communicate
and escalate factors that impact on customer experience to the appropriate
departments;
- Manage
service delivery aligned to customer needs and business objectives;
- Monitor
and maintain facilities;
- Adhere
to dress code policy;
- Adhere
to defined access level to all customer related information systems;
- Adhere
to defined access & security levels;
- Adhere
to agreed staff schedule/ roster; and
- Monitor
and maintain response time objectives.
Business
and Revenue Growth to Support our Client Achieve the Set Revenue and Subscriber
Targets
- Drive
sales in the walk-in centers;
- Increase
customer base in both prepaid and post paid categories;
- Contribute
to, monitor and report daily productivity on all revenue generating
activities;
- Identify
flaws in current procedures and/or policies with a view of improvement;
- Through
contact with the customers, give feedback on customer reactions to
products and services rendered;
- Lead
the team in sales activations to increase shop’s revenues; and
- Achieve/exceed
set targets.
Customer
Relationship Management
- Communicate,
improve interaction and escalate factors that impact on customers
experiences to appropriate departments;
- Contribute
to the development of updated Customer Care Policy, Process and Procedure
document; and
- Ensure
customer complaints are adressed appropriately and resolution given within
service standards.
Leadership
and Business Management
- Takes
responsibility for individual performance;
- Jointly
plans the operational activities of the walk-in centre under guidance from
the Showroom Manager.
- Promotes
and maintains a high quality, professional, service oriented company’s
image among users; and
- Ensure
proper maintainance of all office equipment.
Maintaining
effective performance culture
- Maintain
a continuous clear and effective high performance culture and values;
- Promote
continuous customer centric culture and values thus maintaining high
standards of customer service;
- Maintain
and promote a continuous culture of openness and transparency; and
- Participate
in quarterly employee satisfaction survey.
Risk
and control
- Reduce
instances of fraud in both prepaid and post paid activations;
- Minimise
leakage of revenue at the shops by enhancing proper controls;
- Ensure
constant update on current trends of fraud and how to curb them; and
- Ensure
cash to stock reconciliation for advanced stocks every end of day.
Job
Specification
Educational Qualifications & Functional / Technical Skills
Educational Qualifications & Functional / Technical Skills
- University
Degree (with a business bias or equivalent); and
- Excellent,
high level knowledge; complete understanding and wide application of
technical principles, theories and concepts in the field of expertise and
general knowledge of other related disciplines.
Relevant
Experience (Type
of experience and minimum number of years)
- University
Degree in business or equivalent;
- A
minimum of 2½ years’ experience in retail sales and customer service
(experience in a telecommunication industry would be an added advantage);
- IT
literacy;
- Able
to operate in a performance driven organization; and
- Working
knowledge of English & Kiswahili (a third language e.g. French,
Spanish etc. will be an added advantage).
Other
requirements (Behavioral
etc.)
- Natural
Customer Service oriented; on delivery of an exceptional service
experience;
- Strong
analytical skills and problem solving skills;
- High
personal standards and goal oriented;
- Excellent
interpersonal skills;
- Excellent
and effective communications skills; both orally and in writing;
- Excellent
organizational and time management skill;
- Excellent
team player;
- Adaptive
to change;
- Young
spirited; energetic and enthusiastic;
- Works
well under pressure;
- Able
to take responsibility, make prompt and informative decisions; and
- Performance
driven; aggressive to yield results.
How to
Apply
Applications quoting the position title with detailed CV (Word Format), with contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a relative) and should be submitted to sheerlogictalentsourcing1@gmail.com on or before 24th May 2016.
Only shortlisted candidates will be contacted
NB: Please clearly indicate in the subject line as “Showroom Customer Care Executive”