Friday, February 14, 2014

Customer Service Executive job in kenya

Job Purpose:

Customer service executive is supposed to formulate resolution and respond in a timely and accurate manner, with the aim of providing excellent customer services and establish the expectations. 

A CSE will handle phone, Internet and face-to-face interactions with clients. 

He/ she will manage client adjustments, claims, quotations and process customer orders. 

Will network with all groups and departments involved in customer orders, processing and support.

Key Responsibilities
  • Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and face to face)
  • Maintain corporate client relations
  • Maintaining a strong knowledge of products of the company.
  • Work within agreed service levels, striving to exceed customer expectations wherever possible.
  • Take ownership of queries and proactively follow through to resolution.
  • Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Customer Service Manager
  • Assist the Customer Service Manager and management with any special projects assigned and provide backup to team manager when necessary.
  • Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary
  • Maintain professional working relationship with internal and external customers, customer service management and colleagues
  • Report workload statistics as required as well as other reports
  • Provide flexible support for team members and other teams and foster a positive and a motivating environment.
  • Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement
  • Identify and escalate recurring or consistent problems with systems functionality
  • Assist in documenting any requirements information and process maps clearly and to the agreed standards
  • Report to local management on progress of selected projects
Skills and Qualifications:
  • Bachelor’s degree in a social science
  • Demonstrate a positive and flexible approach to changing business priorities.
  • Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
  • Excellent oral communication skills, interpersonal skills and superb listening skills.
  • Knowledge of sales and relationship building process.
  • Must be able to work accurately, under pressure, to meet strict deadlines.
  • Proficient in Microsoft applications (Word & Excel)
  • Good reporting skills
  • Experience working in a clearing and forwarding company or a logistics company is an added advantage

Email CV and salary requirements to with “Customer Service Executive” in the subject line