Job Summary

Overall purpose: The job holder is responsible for excellent customer service and ensures customer satisfaction in order to achieve the company’s set objectives.

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

Job Description

Key Operational Responsibilities.
•    Develop and implement sound customer service strategies, policies and procedures.
•    Prepare and implement an approved annual customer service budget for the department.
•    Efficient customer relations handling.
•    Efficient Complaints Handling.
•    Efficient communication with customers and daily follow ups to ensure their needs are satisfactorily met.
•    Work closely with Sales team to ensure that there are no delays in processing customer’s orders as well as addressing complaints or enquiries.
•    Follow up customers to ensure they receive optimal value from purchased products/services.
•    Analyze customer care data and statistics to obtain results useful in taking key business decisions.
•    Maintain proper record of all customer care operations and activities for reference purposes.
•    Conduct surveys to determine the opinion of customers regarding our products/services.
•    Produce periodic analysis reports.

Key Qualification and Experience:
•    Bachelor’s degree preferably in marketing or business administration, or in a related field.
•    At least 5 years’ progressive experience in customer service preferably in FMCG or equivalent.
•    Membership to a professional body is an added advantage.
•    Certificate of good conduct from DCI. 

Technical/operational competencies.
•    Strong communication skills.
•    Customer Service/relationship Skills.
•    Excellent problem-solving Skills.
•    Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
•    Demonstrable ability to lead and manage teams.
•    Excellent analytical and organizational skills.
•    Ability to work independently and handle multiple projects.
•    Good personal presentation.
•    Ability to make Decisions under pressure. 
•    Good commercial and business understanding.

Applicants who meet the requirements stated above should send their applications and detailed CVs with a day - time telephone number with Customer Service Manager on the Subject line.

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Nairobi
| Internship & Graduate |
KSh Confidential
1mo
Nairobi
| Full Time |
KSh Confidential
1mo
Nairobi
| Full Time |
KSh Confidential
1mo
Nairobi
| Full Time |
KSh 45,000 - 60,000
1mo