Customer Service Agent Job in Kenya

 Job Title: Customer
Service Agent

Hiring Organization: H.B.
Fuller
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Non
Profit Organisation
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 02/09/2024

H.B.
Fuller is a leading global adhesives provider focusing on perfecting adhesives,
sealants and other specialty chemicals across all industries throughout the
world. While our products are virtually invisible, they play a vital role in
ensuring the quality of modern life and we are committed to connecting what
matters to solve some of the world’s biggest adhesion challenges.

Primary
Duties


For
the defined customer area/portfolio, manage all aspects of order cycle,
such as Entry, Maintenance, Confirmation, Follow-up to ensure customer
satisfaction and hassle-free interface with customers.

Handle
in a professional manner all Customer interaction and coordinate the final
customer response.

Communicate
with Customers whenever there are changes that might affect their order-

SAP
administration: update in a timely manner customer master, CoA, invoice
query resolutions, customer complaints etc.

Liaise
regularly with other functions such as Finance, Logistics, SC, &
Sales, to ensure OTIF delivery to our customers.

Work
proactively to ensure all local SHE objectives are achieved, whilst
working in compliance with SHE regulations.

Control
of consignment stocks, where appropriate.

Completion
of customer portals, where appropriate.

Build
and/or improve on lasting relationship with customers through
knowledgeable communication.

Exercise
ownership in performance of duties. Seek problem resolutions using
appropriate resources in a timely manner while minimizing cost impact to
company.

Seek
to understand and include customer requirements in all operational plans
and activities.

Provide
effective follow up and feedback to ensure customer requirements are being
met.

Ensure
customer and community service standards are considered in all operational
activities.

Document
and initiate dispute resolution process as appropriate to ensure customer
satisfaction. Engage sales or customer service management for assistance.

Monitor
and enforce material allocations with customer while maintaining positive
customer relations.

Coached
and trained, by Customer Service Supervisor and/or senior colleagues, to
effectively manage work situations of moderate degree of complexity, which
could impact company image and/or sales dollars and cost.

Minimum
Requirements

2+
Years’ Experience

High
school degree; commercial school education

Fluency
in written and spoken English and at least one other major language

You´ll
need to have one of the 2:

Fluent
in English and one of the major languages – Chinese, Spanish, German,
Dutch, Greek, Turkish, French etc.

At
least 2 years experienced in customer support or customer service
activities with a regional Scope.

The
Customer Service Agent reports to a Customer Service Supervisor and will
be performing tasks under supervisor guidance while being trained and
gaining business acumen.

General
Requirements

Strong
computer competency with high MS Office suite proficiency

Customer
orientation and ability to adapt/respond to different types of characters

Excellent
communication and presentation skills

Ability
to multi-task, prioritize, and manage time effectively meet customer
demands and deadlines

Strong
problem-solving skills

Click
Here To Apply

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