Customer Experience Executive Job in Kenya

 Job Title: Customer
Experience Executive

Hiring Organization: Jamii
Telecom
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Telecommunication
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 01/25/2024

We
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.

Customer
Experience Job Responsibilities


Respond
to customer inquiries and make every effort to satisfy the caller’s inquiry and
maintain a good relationship with the customer.

Calm
dissatisfied customers resolve complaints and report both the complaint and
solution to the Team Leader / Customer Service Manager.

Inform
customers of all additional defects found on their accounts / links, or other
work required, and gain express authority for such work, prior to commencement.

Collate
required information by conducting proactive discussions with customers to
identify and prevent potential problems.

Provide
customers with product and service information.

Process
orders, forms and applications.

Identify
and escalate priority issues.

Answer
calls and route to appropriate resource where necessary and complete call logs
and reports.

Inform
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.

Contact
customers on any issues identified as concerns from JTL such as overdue
accounts, compromised networks etc.

Follow up
with internal departments to ensure that all agreed transactions with customers
are settled appropriately.

Any other
responsibilities as may be assigned to you from time to time.

Requirements

Minimum
Diploma in Marketing, Communication, Public Relations, IT/ Telecommunications
or Business-related field.

At least
2 years-experience in a similar role in the Telecommunications industry.

Prior
experience working at a Contact Centre is highly desirable.

Excellent
listening, negotiation and presentation abilities.

Strong
verbal and written communication skills.

Click
Here To Apply

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