Customer Care Executive

Customer Care Executive
April 16, 2015 Job Description


Key Responsibilities

• Manage customer complaints: get the customer complaints through branches and customer care number on daily basis, update in the system, track the lead-time for complaint closure, and follow up to ensure all complaints are closed
• Communicate with customers and branches about repair and replacements of defective systems. Ensure systems are replaced in time when required
• After sales service: despatch monthly preventive maintenance schedule to all branches, get the service reports from branches and update in the system
• Customer satisfaction survey: conduct customer satisfaction survey over phone to ensure customer’s satisfied with product, installation, service, and report back to management
• Manage customer database, update all customer and system installation in the system, follow-up with branches for getting all documents and installation details
• Daily updating activity of customer database
• Daily reporting of customer complaints to Operations Manager
• Tracking of customer complaints for 100% closure
• Ensure customers and branches are informed about status of repair and replacement of defective systems. Monitor systems get replaced on time
• Release of preventive maintenance schedule to branches
• Tracking of preventive maintenance service for 100% completion within due date
• Maintain filing system at head office of customer records
• Provide daily, weekly and monthly MI related to after sales service to management team
• Conduct customer satisfaction survey every month / quarter
• On- line maintenance and tracking of Annual Maintenance Contracts

 How to Apply

• Degree or diploma in business management, administration or customer care
• 3-5 years of experience in customer care
• Good typing speed
• Quick learner, so that if not technical by background, can pick it up
• Excellent communicator
• Confident and able to handle outside calls from customers
• Proficient in English and Kiswahili
• Go-getter that ensures any open / pending item is closed
• Self-sufficient, able to deliver with minimal oversight

Application should be made namangacareers@gmail.com