Location: Nairobi, Kenya
JOB DESCRIPTION
Role: Customer Service Coordinator
Reports To: Marketing and
Communications Director
Organization Structure: Marketing and
Communications Department
Employment Type: Full-Time
Job Summary:
The main responsibility
of the Customer Service Coordinator is to handle all the concerns of Scania
customers, making sure that they support customers in complaint resolution and
ensuring that the customers are satisfied with the company’s product and
service offering. The successful candidate will share will share input on
product development, sales, marketing, and distribution based on conversations
with existing customers. Using feedback, surveys and other tools, the Customer
Service Coordinator is also responsible for developing an understanding of what
customers are looking for and present suggestions to other departments to
improve products and services, expand distribution, and to create more
effective marketing campaigns. The Customer Service Coordinator will play a
central role in the day-to-day running of the customer service operations of
the company.
Essential Duties and
Job Responsibilities:
To perform this role
successfully, an individual must be able to perform each essential duty
satisfactorily, following defined and updated standards and guidelines. These
duties include, but are not limited to:
- Consistently keeping up with the changes and other
details regarding the products and services offered by Scania.
- Responding to customers’ complaints and
suggestions accordingly and in a timely manner to resolve issues quickly
to build long lasting relationships with customers.
- Providing customers’ with accurate and timely
information on products and services where required, and refer up for more
detailed requests.
- Attracting potential customers by answering
product and service related questions and up-selling complimentary
products and services.
- Preparing customer complaints and feedback reports
by collecting and analyzing customer information.
- Maintaining customer records by updating account
information.
- Providing feedback on the efficiency of the
company’s customer service process.
Core Values:
Scania’s six Core Values
apply to all positions:
Customer-first Respect
for the individual Elimination of waste
Determination Team
spirit Integrity
Leadership Principles:
Scania’s Leadership
Principles, which support our common way of thinking about leadership, also
applies to this role:
- Co-ordinate but work independently – take
responsibility
- Work with details and understand the context
- Act now – think long term
- Build know-how through continuous learning
- Stimulate commitment through involvement
- Use deviations as a basis for improvements
- Dare to try – manage the risks
Competencies:
To perform the job
successfully, an individual should also demonstrate the following competencies:
- Product and service knowledge
- Communication
- Customer service
- Time management
- Team collaboration
- Negotiation skills
- Public relations
Desirable Education
and Experience Requirements:
- Bachelor’s degree or equivalent
- Prior experience in customer service and
particularly in the automotive industry is preferred
- Superior product and service knowledge
- Proficient in all Microsoft applications
- Excellent interpersonal and communication skills
- A team player with excellent leadership and
negotiation skills
How To Apply
Interested applicants
should send their applications by COB 17th June 2021.