Customer Service Representative

Job Summary

Serves customers by providing product and service information; resolving any issues regarding products and services.

  • Minimum Qualification: Diploma
  • Experience Level: Mid level
  • Experience Length: 4 years

Job Description

Reporting to: Sales and Marketing Manager

Liaisons: Accounts/Production/ Warehouse

Ladies highly encouraged to apply.

Duties and Responsibilities

  1. Attend directly to customers either by telephone, email or face to face.
  2. Provide help and advice to customers using the Company’s products.
  3. Respond promptly to customer enquiries and orders.
  4. Resolve product problems by clarifying the customers’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting corrections or adjustments and following up to ensure resolution.
  5. Obtain and evaluate all relevant information to handle product and service inquiries.
  6. Provide pricing, delivery information and perform customer verifications.
  7. Organise workflow to meet customer timeframes, direct requests and unresolved issues to top management.
  8. Manage customer accounts, keep accurate records of customer interactions/ correspondence and transactions.
  9. Record details of all enquiries made by customers together with details of actions taken and prepare and submit customer activity reports to the top management.
  10. Maintain and update customer databases.
  11. Contribute to planning and implementing of sales and marketing strategies together with the team so as to achieve the envisioned business growth plan.
  12. Identify avenues for product improvements and on new products by constantly researching and remaining up to date with current industry trends, market activities and competitors.
  13. Develop partnership with customers to ensure successful market entry plans and trade management.
  14. Maintain effective communication channels between sales department and other departments to ensure smooth execution of business plans and strategies.
  15. To ensure complaints and after-sales service issues are managed in time and to the satisfaction of the customer.
  16. Proactively contribute to Company Safety, Health and Environmental objectives by promptly reporting any health, safety or environmental hazards.
  17. Perform as other duty as directed by the management.

Competencies Required

  • Minimum Diploma in Business Management/ Customer Care or related field
  • At least 4 years customer care experience.
  • Strong understanding of customer service
  • Fluent in both English and Kiswahili
  • Ability to give full attention to customers.
  • Strong understanding of customer service
  • Ability to identify complex problems and offer solutions
  • Analytical thinking
  • Attention to detail
  • Initiative
  • Dependability.
  • Excellent communication skills and an astute negotiator.
  • High level of commercial awareness.
  • Strong analytical, problem-solving and decision-making skills.
  • Strong sense of teamwork and ability to work cross functionally with minimal supervision.
  • High level of integrity.
  • Very organised and able to handle multiple activities
  • Good knowledge of IT and ERP Systems is a must.

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