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Customer Care Job in Kenya

Job Title: Customer Care

Department: Operations
Reports To: Head of Operations
Job Objective: Making sure every customer who comes through the door leaves happy, a customer service provides help and advice whenever they can.
Duties and Responsibilities:
·         Ensure to provide excellent customer service through phone, email, chat, etc. in a timely and accurate manner.

·         Serve as liaison between customer support team, management and clients to improve customer service and business productivity.
·         Analyze client complaints and provide appropriate corrective actions.
·         Assist directly or route clients to the appropriate personnel for assistance.
·         Ensure client satisfaction by meeting their needs in a courteous and timely manner.
·         Track, follow-up and resolve client’s outstanding issues in a timely fashion.
·         Develop customer service programs in order to provide outstanding service.
·         Prepare documentation and reports on routine customer correspondence for future reference purpose.
·         Assist in training peers on improving client support service.
·         Develop and maintain in-depth product knowledge.
·         Conduct customer surveys about the Institution’s service so as to obtain feedback.
·         Communicate customer feedback to technical and marketing teams in order to develop processes for better serving customers.
·         Maintain weekly reports on client inquiries, responses and feedback so as to develop customer service analytics and trends.
Skills and Competencies:
·         Possess good communication and analytical skills
·         A team player
·         Ability to adjust priorities and manage time wisely in a fast-paced environment.
·         Problem solving skills
·         Experience in marketing and Business development in a clearing and forwarding company.
·         Computer Literacy
Education / Experience:
·         Minimum diploma graduate from a recognized university/college
·         Minimum of 5 years working experience.
How to Apply
Qualified candidates with Mombasa origin should send their CV including names of three referees and a daytime telephone contact and quoting current and expected salary to
Interviews will be done on a rolling basis until the position is filled.
Only shortlisted candidates will be contacted.

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