Customer Care Service Officer Job in Kenya

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Customer Care Service Officer Job in Kenya

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.