Customer Service Executives Jobs in Kenya

Sheer Logic Management Consultants is seeking to engage dynamic
and experienced individuals fo 
Customer Service Executives position.

Location: Migori, Eldoret, Nakuru

Job Purpose

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

Key Accountabilities

·        
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 postpaid 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 addressed 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 postpaid
activations

·        
Minimise leakage of revenue at the shops by enhancing proper
controls

Skills & Knowledge

·        
University Degree (with a business bias or equivalent)

·        
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 [email protected] by 12th
April 2021 clearly marking the job title.

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