Job Title: Customer
Care Executive
Job Code: CCE/FD/170928
Number of Positions Open: 1
Reports To: Finance and
Admin Manager
Location: Nairobi, Kenya
Closing Date: Open Until Filled
Summary: Our client is a regional importer for both alcoholic and
non-alcoholic brands throughout East Africa.
Job Summary: To ensure
customer satisfaction both internally and externally in order to achieve the
company’s set objectives.
The role also provides assistance to the
Sales and Operations team through the implementation of Customer Strategy and
Activity Plans for a select portfolio of customers, within a geographical
region thereby optimizing the sales and market share growth.
Primary Responsibilities:
Customer Relationship Management
Primary Responsibilities:
Customer Relationship Management
·
Efficient
Complaints Handling; Track and maintain records for all the complaints
received.
·
Give
feedback in writing to customers for all the complaints raised; Analyse the
complaints on a monthly basis and identify long-term solutions. Ensure clear
communication when talking with the customers;
·
Ensure
timely and professional responses to all complaints, requests and queries
received
·
Be
knowledgeable and updated on stocks status, customer balances, order delivery
so as to effectively and accurately communicate to the client
·
Research
and compilation of answers for informational requests from customers
·
Proper
recording and scrutiny of the complaints received
·
Maintain
and develop external party relationships
·
Prepare
reports on the activities of the Customer Care department
·
Render
useful administrative support to other members of the team
·
Confer
with customers by telephone or in person in order to provide information about
products and services; Selling the company’s products - provide product or
service information to assist customers in making a decision about a product to
buy; help generate sales leads. Efficient telesales
·
Market
Returns - Efficient Returns Handling Procedure; Ensure that the returns
procedure is adhered to at all times - approvals should be considered before
bringing back the products. Handling Problems –customer inquiries &
complaints in accordance with the company’s guidelines and policies; send
customers their replacement products or reverse erroneous fees
Efficient Order Processing
·
Processing
new client accounts, maintaining customer accounts, implementing changes to
existing accounts, filing documents and other paperwork; Maintain proper
records for all orders received
·
Ensure
accurate invoicing of clients handled and collection of payment
·
Follow
up on customer orders, new leads and ensure timely delivery
·
Handle
client correspondence on order delivery: Receive orders, forward to finance,
communicate availability to customer and confirm payment terms.
·
Follow
up on bad debts and weekly report on the same
·
Source
for quotations from suppliers, forward LPOs and follow up on delivery of items
purchased.
Qualifications and Experience:
·
A
deep knowledge of the operations of a customer care department in an
organisation.
·
Outstanding
communication (written and oral) and interpersonal skills enabling one to deal
with internal and external customer support professionally
·
Creative
problem-solving skills
·
Excellent
organizational and time management ability
·
In
depth understanding of customer relationship management
Work Environment: You’ll usually work
standard office hours, although you may need to work longer hours to meet
deadlines.
To Apply:
To Apply:
Interested candidates holding the necessary
requirements, good performance and / or references are encouraged to apply with
detailed CV’s, inclusive of names and contacts of 3 referees, current telephone
number and email address by scrolling down and clicking on: Customer Care Executive
KINDLY INCLUDE YOUR CURRENT AND EXPECTED REMUNERATION IN YOUR APPLICATION.
KINDLY INCLUDE YOUR CURRENT AND EXPECTED REMUNERATION IN YOUR APPLICATION.
