Customer Service Executives Jobs in Kenya

Sheer Logic Management Consultants is seeking to engage dynamic individuals for  Customer Service Executives  positions for one of our clients.

Region:  Mombasa, Nyeri and Nyandarua
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 28th July 2020 clearly marking – “Customer Service Executive” (Please note that all applicants MUST indicate their preferred town when applying).
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