Applicants should be residing in the
mentioned regions.
Regions: Central, Western and Mombasa
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
Key Accountabilities
·
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 postpaid categories
·
Contribute to, monitor and report
daily productivity on all revenue generating activities
·
Through 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
addressed 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 postpaid 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
Send your updated CV to
recruitment@sheerlogicltd.com by 31st March 2020.
Clearly indicate “Customer Care
Executives” as the job title as well as your preferred region (Central, Western
or Mombasa) on the subject head.
