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.