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 recruitment@odumont.com with “Customer Service Executive” in the subject line