Customer Care & Client Relations Officer

Job Summary

Our client in the health & wellness industry is currently looking to hire a Customer Care & Client Relations Officer.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 5 years

Job Description/Requirements


·         Managing large amounts of incoming calls/inquiries

·         Identify and assess customers' needs to achieve satisfaction

·         Generate clients for coaching service through identifying their needs.

·         Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem to the relevant department (management/tech/coaching)

·         Handle complaints, provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution. Using phone, email or social media.

·         Prepare client service reports by collecting and analyzing customer information

·         Recommend potential service improvements or additional services to management by collecting customer information and analyzing customer needs

·         Conduct quarterly customer focus groups; video conferencing with questionnaire to assess key areas of improvement.

·         Assist with recording and implementation of refunds or give-aways.

·         Contribute to team effort by accomplishing related results as needed.

·         Identify key partnership possibilities for the company to generate client leads or new customers.

·         Build sustainable relationships of trust through open and interactive communication

·         Assist in pro-actively setting up partnership agreements (MOUs) & ensuring both parties uphold their agreed deliverables.

·         Report to management on the status of partnership agreements – keep files online.

·         Onboard all new corporate clients – organisational codes, internal emails, follow-up call with key contact (HR/ or other).

·         Onboard employees of corporate clients – invitations to weekly check-ins & email reminders for coaching program.

·         Weekly reporting to management on uptake (registrations, wellbeing scan, booked sessions, completed sessions, coaching quality issues; client no-shows).

·         Meet all agreed individual and team targets pertaining to your job role


·         University degree or equivalent - Master’s degree preferred

·         5 years minimum of experience within a similar role

·         Proven customer support experience

·         Track record of over-achieving quota

·         Strong phone contact handling skills and active listening

·         Familiar with digital systems and practices – WhatsApp, Apps ETC.

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

·         Ability to communicate transparently to management and raise key issues critical to customer quality and maintaining high standards.

·         Must be able to communicate effectively verbally and written form; lead team meetings and make presentations on insights/findings.

·         Excellent communication and presentation skills

·         Ability to multi-task, prioritize and manage time effectively

Important Safety Tips

1. Do not make any payment without confirming with the BrighterMonday Customer Support Team. 2. If you think this advert is not genuine, please report it via the Report Job link below.

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| Full Time |
KSh Confidential
| Full Time |
KSh Confidential
Anonymous Employer
| Full Time |
KSh 30,000 - 45,000