Job Title: Customer
Hiring Organization: Jamii
Location – Locality: Nairobi
Location – Region: Kenya
Job Type: Full
Date Posted: 01/25/2024
are seeking to recruit a Customer Experience Executive to provide a point of
communication and contact with customers to address concerns and complaints and
review the customers’ comments regarding their experience while reviewing all
customer information in company databases to ensure that it is up to date.
Experience Job Responsibilities
to customer inquiries and make every effort to satisfy the caller’s inquiry and
maintain a good relationship with the customer.
dissatisfied customers resolve complaints and report both the complaint and
solution to the Team Leader / Customer Service Manager.
customers of all additional defects found on their accounts / links, or other
work required, and gain express authority for such work, prior to commencement.
required information by conducting proactive discussions with customers to
identify and prevent potential problems.
customers with product and service information.
orders, forms and applications.
and escalate priority issues.
calls and route to appropriate resource where necessary and complete call logs
customers of all related issues on their accounts or connections, which have
will affect their satisfaction with the services offered such as any
authorizations required, service upgrades, utilization (over utilization),
expected outages or service fluctuations etc.
customers on any issues identified as concerns from JTL such as overdue
accounts, compromised networks etc.
with internal departments to ensure that all agreed transactions with customers
are settled appropriately.
responsibilities as may be assigned to you from time to time.
Diploma in Marketing, Communication, Public Relations, IT/ Telecommunications
or Business-related field.
2 years-experience in a similar role in the Telecommunications industry.
experience working at a Contact Centre is highly desirable.
listening, negotiation and presentation abilities.
verbal and written communication skills.