Securex Customer Care Representative Job

Job Title: Customer Care Representative

Ref: SEC/HR/DOC/001

Purpose: Point of contact between Securex and the client. Query resolution and follow-up, data collection in customer surveys.

Place of Duty: Securex Kenya

Core Responsibilities:

• Receive cases (through email, calls and customer visits) Log complaints into the system and ensure they are resolved in a timely and effective manner.
• Communicate timelines to the client for resolving complaint.
• Regular follow up with the relevant HOD’s to ensure complaints are closed in time.
• Conduct randomized cases closure analysis by calling in Customers to ensure they have been attended
• Prepare daily report tracking for case closure.
• Respond to generic Queries and update transaction log.
• Collect Client details, interests and update transaction log.
• Interact and work closely with CC Manager to know / manage Client visit information.
• Ensure 100% adherence to welcome call schedules and customer visit policy to include regular, post installation and post incident visits.
• Identify trends of complaints / Customer Care queries from various perspectives.
• Ensure completion of maintenance follow up on closed cases and updating of the same on evolution.
• Ensure excellent onboarding experience for customers through timely welcome calls, delivery of contracts and Welcome kits
• Update of new customers information to evolution in liaison with allocated resource.
• Attract potential customer by answering product and service questions promptly as well as cross selling and upselling during customer visits and interaction.
• Ensure good housekeeping and filing of customer documents maintaining and updating customer records, internal reports and any other documents
• Screening and moderating user submitted data, answering support requests and performing support functions.

Requirements:

• A degree in Public Relations, Front Office Management, Business Administration, B.A Social Science or a related field
• Proficiency in basic computer applications e.g. Microsoft Office
• Valid Driving license
• Good disciplinary record; hence should be willing to provide Good Conduct certificate when requested to.
• Reporting To: The Customer Care Manager

How to Apply

Send your cover letter, personal passport size photo and CV to careers@securex.co.ke clearly indicating on the email heading: ‘Application for the role of Customer Care Executive’.

Application deadline is COB 18th September 2015 Note: Only shortlisted candidates will be notified.