Sheer Logic Management Consultants is
seeking to engage dynamic individuals for Customer Care Executive position for one of our clients.
Regions: Eldoret, Kakamega, Kericho, Kisumu, Kitale, Nakuru, Malindi, Mombasa, Mtwapa, Nyali, Meru and Nyeri.
Regions: Eldoret, Kakamega, Kericho, Kisumu, Kitale, Nakuru, Malindi, Mombasa, Mtwapa, Nyali, Meru and Nyeri.
Job Purpose
The Job purpose can be categorized as
follows:-
Service and Standards
·
The Customer Service 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.
·
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
Responsibilities
·
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 Airtel departments.
·
Manage service delivery aligned to
customer needs and business objectives
·
Monitor and maintain facilities
·
Manage service delivery aligned to
customer needs and business objectives
·
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
·
Throug contact with the customers,
give feedback on customer reactions to products and services rendered
·
Achieve/exceed set targets
·
Communicate, improve interaction and
escalate factors that impact on Customers experiences to appropriate
departments
·
Ensure Customer complaints are
adressed appropriately and resolution given within Service standards
·
Promotes and maintains a high
quality, professional, service oriented company’s image among users.
·
Participate in quarterly employee
satisfaction survey
·
Reduce instances of fraud in both
prepaid and post paid activations
·
Minimise leakage of revenue at the
shops by enhancing proper controls
Skills & Knowledge
·
University Degree (with a business
bias or equivalent)
·
A minimum of 2½ years’ experience in
retail sales and customer service (experience in a telecommunication industry
would be an added advantage)
·
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.
How To Apply