Customer Service Officers
Easy apply
New
Job summary
The Customer Service Executive is responsible for meeting the Customer Care Department Standards.
Min Qualification:
Bachelors
Experience Level:
Mid level
Experience Length:
2 years
Job descriptions & requirements
Nakuru, Eldoret , Kisumu ,Mombasa ,Nairobi
JOB PURPOSE
The Job purpose can be categorized as follows:-
- Service and Standards
The Customer Service Executive is responsible for meeting the Customer Care Department Standards.
To ensure consistent standards of service excellence through implementation of continuous improvement initiatives.
- Business Link
As the first point of contact to the customer, acts as a link between the customer and the business.
Keeps management informed of schedules, priorities, and problems.
Participates in performance appraisals.
- Direct impact on the business
Responsible for growth of business through retention and relationship building.
Accountable for company assets e.g stocks
KEY ACCOUNTABILITIES
- Manage Customer Relationship and Documentation compliance and completion.
- Maintain the defined quality of Customer service standards
- Manage the customer contact queue and customers tolerance
- Communicate and escalate factors that impact on customer experience to the appropriate Airtel departments.
- Manage service delivery aligned to customer needs and business objectives
- Monitor and maintain facilities
- Manage service delivery aligned to customer needs and business objectives
- Drive sales in the Walk in centers
- Increase customer base in both prepaid and post paid categories
- Contribute to, monitor and report daily productivity on all revenue generating activities
- Through contact with the customers, give feedback on customer reactions to products and services rendered
- Achieve/exceed set targets
- Communicate, improve interaction and escalate factors that impact on Customers experiences to appropriate departments
- Ensure Customer complaints are addressed appropriately and resolution given within Service standards
- Promotes and maintains a high quality, professional, service oriented company’s image among users.
- Participate in quarterly employee satisfaction survey
- Reduce instances of fraud in both prepaid and post paid activations
- Minimize leakage of revenue at the shops by enhancing proper controls
SKILLS & KNOWLEDGE
- University Degree (with a business bias or equivalent)
- A minimum of 21⁄2 years’ experience in retail sales and customer service (experience in a telecommunication industry would be an added advantage)
- Excellent, high level knowledge; complete understanding and wide application of technical principles, theories and concepts in the field of expertise and general knowledge of other related disciplines.
Important safety tips
- Do not make any payment without confirming with the BrighterMonday Customer Support Team.
- If you think this advert is not genuine, please report it via the Report Job link below.
