Customer Service Executive Job

Customer Service Executive Job

Customer Service Executive

Location: Nairobi

Job type: Full time
Responsibilities

• Handle and respond to client complains raised.
• Manage client relationships by conducting regular health checks, asking for feedback, carrying out the bi annual client service survey and sharing with other departments.
• Follow up on reported damages , repairs and repeat jobs.
• Manage and update the Corrective Action Report (CAR) master list.
• Prepare the welcome package for project take overs.
• Manage the bulk SMS platform for staff by ensuring accurate and timely relay of information to and from the office.
• Coordinate client exit interviews and document findings to be shared with other functions in the business.
• Manage the client database and ensure it is regularly updated.

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
• KPI
• 100% resolution within 3 days.
• 100% up to date client database.
• Submit exit interview report 48 hours after meeting.
• Submit daily and, monthly feedback and bi annual survey reports.
• Submit monthly damage reports.
• 100% up to date CAR master list.
• Submit take over package 3 days before take over meeting.
• Relay messages within the same day of receipt.

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 letters and detailed CV are to be sent by email to apply@dumaworks.com marking the subject as Customer Care Executive 1766, Your Full name & Phone number.