Customer Care Representative

Job Summary

Applications are invited from qualified persons for the above vacant position.

  • Minimum Qualification: Diploma
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description

Position Type: Full time

Reports to: Sales & Admin Manager

Department: Administration

Location: Nairobi

General Responsibilities / Duties

  • Managing incoming calls and customer service inquiries.
  • Identifying and assessing customers’ needs to achieve satisfaction.
  • Writing down customer orders and issue the orders to dispatch.
  • Ensuring that the payments for cash sales are done before receipts for any order are generated.
  • Coordinate on delivery of customer’s order to ensure all the deliveries have been done on time.
  • Give instructions in the evening to ensure all trucks have been loaded in the evening for the morning deliveries.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Meet personal /customer service team sales targets and call handling quotas.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution, keep records of customer interactions, process customer accounts and file documents.
  • Follow communication procedures, guidelines and policies.
  • Recommends potential products to management by collecting customer information. Contributes to team effort by accomplishing related results as needed.
  • Take extra mile to engage customers.

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