Customer service Executive Job in Kenya

 Job Title: Customer
service Executive

Hiring Organization: Gardaworld
Location – Locality: Kisumu
Location – Region: Kenya
Industry: Security
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 02/01/2024

Job
Summary

The
Customer Service Executive position interacts with customers to provide
information in response to inquiries about products and services and to handle
and resolve complaints. Excellent communication abilities and data entry skills
in the CRM is a mandatory requirement.

Developing
customer service procedures, policies and standards for the department, in
agreement and as guided by the Sales Director.

Answer to
all customer queries / complaints / feedback in a timely manner and in
accordance with the set SLA’s

and
agreed processes and reporting.


Maintaining
and updating the customer database and files as required

To
efficiently allocate incoming requests to the team, prioritizing actions and
monitoring team resources in order to ensure customer deadlines are met.

To
schedule and deliver proactive customer facing activities aligned to the sales
activities and goals.

To build
relationships with clients and identify opportunities and gaps in service.
Communicating these to the business in order to take the right course of action
where required, as well as feedback and learnings that benefit product
development, client or company.

Be a
brand custodian and applying a service that boosts customer loyalty.

To be
highly proficient in using CRM and other customer service management tools and
therefore following the process and continued improvement of the customer
services management process.

Ensuring
that outstanding performance is recognized, and stories of success are shared
with the team to the benefit of all.

To
communicate and be the focal point for the sharing of essential information
within the CS team.

To
conduct performance reviews for the CS team, identifying areas of improvement
and mentoring/coaching where needed.

Scheduling
and running customer surveys in accordance with the agreed survey tools.

Liaising
with the marketing and sales managers to identify upselling and cross-selling
opportunities and supporting the sales team deliver on the strategy.

General
office administration and coordination.

Undertake
any other duties/responsibilities assigned by management.Prepare and submit
sales reports and other paperwork for effective order processing and for
management analyses.

Principal
Outputs of this Role:

Managing
inputs into Navision and CRM relating to customer management.

Ensuring
that the CRM is well utilizes, performing to Job Description and KPIs given.

Making
follow ups on expired contracts due for renewal.

Updating
customer accounts in NAV and CRM with up-to-date information.

Preparation
of periodic NPS and survey reports as directed.

Timely
and accurate data entry for accurate reporting.

Principal
Outputs of this Role:

Managing
inputs into Navision and CRM relating to customer management.

Ensuring
that the CRM is well utilizes, performing to Job Description and KPIs given.

Making
follow ups on expired contracts due for renewal.

Updating
customer accounts in NAV and CRM with up-to-date information.

Preparation
of periodic NPS and survey reports as directed.

Timely
and accurate data entry for accurate reporting.

Authority:

Accountability:

The
Customer Service Executive is accountable to the Customer Service Manager-
Nairobi for the responsibilities stated in this job description. These
responsibilities will be monitored and managed through the mid-year and annual
performance review and supported through the monitoring of KPIs.

Competencies:

Demonstrate
a high degree of sensitivity, confidentiality when dealing with internal and
external customers.

A
go-getter, enthusiastic, results oriented with excellent interpersonal,
communication and social skills.

A forward
planner with clear focus, well-organized, detail-oriented and able to
multi-task

Have a
high sense of accuracy, attention for detail and with strong analytical
ability.

Business
acumen, strategic thinker with ability to make sound decisions for the business

Have good
numeracy, problem analysis and reporting skills;

High
moral standing with impeccable integrity; and

Good
market research skills and conversant with the market trends within the
industry.

Qualifications
& Experience:

Bachelor
Degree in Business administration or sales and marketing;

At least
five (5) years’ experience in customer service and sales field;

Experience
and exposure handling client’s complaints within the security industry; and

IT Savvy
with good working knowledge of computers.

Click
Here To Apply

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