Sheer Logic Management Consultants is seeking to engage dynamic individuals for Customer Service Executives position for one of our clients to be located in the following regions:
Towns: Chuka, Kitui, Emali and Kabarnet
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
Responsibilities
- 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
- 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 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
- Bachelor’s
Degree from a recognized university.
- 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 by 24th August
2021 clearly marking – “Customer Service Executive” (Please
note that all applicants MUST indicate the town when applying).