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.