Customer Service Executive Job Vacancy

Parapet Cleaning Services Customer Service Executive 2015
April 13, 2015 Job Description
Job title: Customer Service Executive
Grade: 2
Department: Marketing and Customer ServiceJob reports to: Customer Service Manager
Direct reports: None
Overall purpose of the job: To efficiently serve internal and external customers by proactively
seeking to enhance the Customer Service experience, resolve service problems and provide relevant information.
Duties and responsibilities
Task: Handle and respond to client complains raised
KPI: 100% resolution within 3 days
Task: Manage client relationships by conducting regular health checks, asking for feedback, carrying out the bi annual client service survey and sharing with other departments
KPI: Submit dail and, monthly feedback and bi annual survey reports
Task: Follow up on reported damages , repairs and repeat jobs
KPI: Submit monthly damage reports
Task: Manage and update the Corrective Action Report (CAR) master list
KPI: 100% up to date CAR masterlist
Task: Prepare the welcome package for project take overs
KPI: Submit take over package 3 days before take over meeting
Task: Manage the bulk SMS platform for staff by ensuring accurate and timely relay of information to and from the office
KPI: Relay messages within the same day of receipt
Task: Coordinate client exit interviews and document findings to be shared with other funtions in the business
KPI: Submit exit interview report 48 hours after meeting
Task: Manage the client database and ensure it is regularly updated
KPI: 100% up to date client database
Minimum academic and professional qualifications required

• A Diploma in Customer Service/ Marketing or related field
• Minimum years of experience
• A minimum of two (2) years experience in Customer Service in a busy customer service environment.
• Skills and competencies required
• Ability to multitask
• Ability to be calm under pressure
• Excellent written and verbal communication skills
• Good decision making skills
• Ability to interact with a diverse group of people
• Good interpersonal skills
• Proficiency in MS Office suite of packages

 How to Apply
Applications should be sent to hr@parapetcleaning.com
The deadline for applications is 17th April 2015