Customer service representatives - 3 posts

Nairobi Full Time Logistics & Transportation KSh 75,001 - 90,000
1 month ago

Job Summary

Must have knowledge of commonly-used concepts, practices and procedures within customer care.

  • Qualification Level: Diploma
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

Salary: 79,000-90,000

Must have knowledge of commonly-used concepts, practices and procedures within customer care. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under minimum or  immediate supervision.

Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Job functions:

·         Open and maintain customer accounts by recording account information

·         Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

·         Maintain financial accounts by processing customer adjustments

·         Recommend potential products or services to management by collecting customer information and analyzing customer needs

·         Prepare product or service reports by collecting and analyzing customer information

·         Contribute to team effort by accomplishing related results as needed

·         Manage large amounts of incoming calls

·         Generate sales leads

·         Identify and assess customers’ needs to achieve satisfaction

·         Build sustainable relationships of trust through open and interactive communication

·         Provide accurate, valid and complete information by using the right methods/tools

·         Meet personal/team sales targets and call handling quotas

·         Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure

·         Keep records of customer interactions, process customer accounts and file documents

·         Follow communication procedures, guidelines and policies & Go the extra mile to engage customers

·         Resolve customer complaints via phone, email, mail or social media

·         Use telephones to reach out to customers and verify account information

·         Greet customers warmly and ascertain problem or reason for calling


·         Diploma or equivalent; college degree an added advantage

·         Proven customer support experience

·         Track record of over-achieving quota

·         Strong phone contact handling skills and active listening

·         Familiar with CRM systems and practices

·         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

Customer service representative skills & proficiencies:

·         Customer Service & Product Knowledge

·         Market Knowledge & Documentation Skills

·         Listening Skills & Phone Skills

·         Quality Focus & Resolving Conflict

Note Carefully:

We do not discriminate on any basis, we employ based ONLY on the most qualified basis, and only shortlisted candidates will be contacted. 

We encourage all qualified applicants to apply. All applications, interviews, and employment are conducted by the company only, FREE OF CHARGE. The company will process training, any background check-ups etc at its own Cost & FREE to successful candidates. We DO NOT charge any Fee of ANY form, candidates found soliciting will automatically be disqualified.

We do not have any Representatives whatsoever our contacts are through official means only.

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