Aubrey Group
POSITION: Customer Care Service Officer
REPORTS TO: Customer Care
Manager
LOCATION: Nairobi, Kenya
DEADLINE TO APPLY: November 28th 2022
START DATE: ASAP
About Aubrey Group
Limited
Aubrey Group is a corporate solution provider with three key
areas of focus, Corporate solutions payment, Tech solution and Gaming.
Corporate Solutions: Enables a Corporate’s interaction intelligently with customers via mobile phones using SMS, Voice and online services.
Payment Solutions: Enable mobile
payment solutions, covering delivery, billing, applications and content.
Carrier Solutions: Enables Carriers
to interact intelligently with consumers and provide high performance
analytics.
Aubrey Group Limited is also a significant player in the Gaming
sector including Sports Betting.
Job Summary: We are looking for
customer care professionals with strong interpersonal and communications skills
and who are passionate about customer experience and its growing future in the
organization
· Handling inbound calls
from existing and prospective clients inquiring about the products and services
we offer.
· Handling Social media
platform (Facebook, Twitter) queries from existing and prospective clients.
· Resolves product or
service problems by clarifying the customer’s complaint; determining the cause
of the problem; selecting and explaining the best solution to solve the
problem; expediting correction or adjustment; following up to ensure
resolution.
· Managing customer relationship
and retention.
· Upselling and cross-
selling of the different products and services Aubrey Group offers to existing
and prospective customers.
· Maintaining customer
records by updating their accounts and recording client information.
· Ensuring Customer
satisfaction at all times through follow-ups.
· Conducting hourly tests
to confirm that the services are working efficiently.
· Sending out daily
reports (checklist) on how the tests have been carried out and the findings.
· Escalating any major
problem (if any) to the supervisor on duty.
Outbound Duties
· Make outbound calls to
prospective clients and pursued customer leads.
· Winning back already
existing clients that were dormant.
· Resolves product or
service problems by clarifying the customer’s complaint; determining the cause
of the problem; selecting and explaining the best solution to solve the
problem; expediting correction or adjustment; following up to ensure
resolution.
· Managing customer
relationship and retention.
· Upselling and cross-
selling of the different products and services Aubrey Group offers to existing
and prospective customers.
· Creating detailed
reports that outline the leads generated. The report captures the number of
people they have made contact with, the unsuccessful records and the amount
deposited by each client.
· Generating sales
conversions from the data base given for them to call out.
Skills &
Requirements
· Commitment to Aubrey
Group Ltd’s aims, objectives and principles
· Bachelor Degree in any
relevant field
· Demonstrate excellent
customer orientation skills.
· Be flexible to work any
shift (day or night), weekends and public holidays.
· 1-year experience in
Customer Operations
· Experience in Sports
Betting and Lottery or any other related field
· Proactive; able to set
challenging personal goals and remain motivated despite obstacles
· Excellent organisational
skills and attention to detail
· Creative, flexible, able
to use own initiative to solve problems
· Possesses a “can-do”
infectious positive attitude
· Must have a strong
integrity, be honest, accountable, reliable and assertive
· Must have excellent
written, verbal and interpersonal communication skills in English and Kiswahili
· Must be able to
effectively use office equipment, computers and scanner and other resources for
completion of projects
Application Process
Interested candidates should apply by emailing their CV and
Cover Letter explaining their interest in the position and what they could
bring to it to careers@aubreyafrica.com
Please specify the job title in the email subject.
Only complete applications will be considered.
Only successful applicants will be contacted.
DISCLAIMER: The above
statements are intended to describe the general nature and level of the work
being performed by the Customer Care Service Officer. The statements are not
intended to be an exhaustive list of all possible duties, tasks, and
responsibilities. Management reserves the right to amend and change
responsibilities to meet organizational needs as necessary.
Please note that Aubrey Group Ltd will never request any form of
payment from an applicant. Applicants are encouraged to confirm the information
listed above with Aubrey Group Ltd prior to releasing any extensive personal
information to the organization.
