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
careersmombasa@gmail.com.
Interviews will be done on a rolling
basis until the position is filled.
Only shortlisted candidates will be
contacted.