Job Title: Customer Service Executive
Location: Mombasa,
Ukunda and Kilifi
Job description
Sheer Logic Management
Consultants is seeking to engage dynamic and experienced Customer Service Executive
Responsibilities
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 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
Qualifications:
- 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
Kindly send your CV
to recruitment@sheerlogicltd.com by19th March 2021 clearly marking
the job title