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Kenya Job: Chebango Tea Factory, Customer Service Officer

Kenya Job: Chebango Tea Factory, Customer Service Officer

Posted: Feb 28, 2017

Employment at Chebango Tea Factory as Customer Service Officer

Responsibilities for the Customer Service Officer Job

  • Deal directly with customers either by telephone, electronically or face to face
  • Respond promptly to customer inquiries
  • Handle and resolve customer complaints
  • Obtain and evaluate all relevant information to handle product and service inquiries
  • Provide pricing and delivery information
  • Perform customer verifications
  • Set up new customer accounts
  • Process orders, forms, applications and requests
  • Organize workflow to meet customer timeframes
  • Direct requests and unresolved issues to the designated resource
  • Manage customers’ accounts
  • Keep records of customer interactions and transactions
  • Record details of inquiries, comments and complaints
  • Record details of actions taken
  • Prepare and distribute customer activity reports
  • Maintain customer databases
  • Communicate and coordinate with internal departments
  • Follow up on customer interactions
  • Provide feedback on the efficiency of the customer service process
  • Disseminate information on policy changes and tea production to the existing and potential buyers all over the world.
  • Facilitate regular certification of the company teas as demanded by the international standard organization (ISO) and the tea trade.


  • Decision Making: In liaison with the Factory manager make decisions on different marketing issues of the company.
  • Responsibility over data or information and assets Responsible for any company asset under custody.
  • Responsibility over staff. Customer services staff

Qualifications for the Customer Service Officer Job

  • Degree or Diploma in business administration/ sales & marketing from a recognized institution
  • Knowledge of customer service principles and practices
  • Knowledge of relevant computer applications
  • Ability to type
  • Knowledge of administrative procedures
  • Numeric, oral and written language applications
  • Product knowledge
  • Desirable Experience carrying out market survey for tea products.
  • At least two (2) year’s experience in sales and marketing.
  • Personal Attributes Excellent Presentation Skills
  • Client Relationships
  • Good negotiation skills and creative.
  • Interpersonal skills
  • Communication skills – verbal and written
  • Listening skills
  • Problem analysis and problem-solving
  • Attention to detail and accuracy
  • Data collection and ordering
  • Customer service orientation
  • Adaptability
  • Initiative
  • Stress tolerance

Performance Standards

As per Key Performance Indicators (KPI) detailed in the employee’s annual work plan

Apply here:

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