Dorbe-Leit
Dorbe-Leit Consulting Limited is a consulting practice providing transformational human resource management based services. We become involved with our clients in their transformation journey, providing manpower consulting services that are value-adding and measurable in their contribution to our clients’ success. For us, scaling up your business to success through meaningful HR advisory is our purpose.
1. Customer Experience Team Leader
- Manage the overall teams’ daily activities to ensure smooth operations
- Provide support to the team on escalated customer queries, problems or complaints so as to ensure complete resolution
- Manage the team’s performance by offering guidance, coaching and coordinating performance discussions
- Conduct team meetings to receive, give feedback and to disseminate important information
- Ensuring that the team follows their schedules properly as designed.
- Answer team members questions, help with team members problems, and oversees team members work for quality and guideline compliance
- Develop strategies to promote team member adherence to company regulations and performance goals
- Maintain constant contact with customers to ensure client satisfaction and retention.
- Conduct team meetings to update members on best practices and continuing expectations
- Analyze and report on customer, product and the overall operational challenges
- Liaise with the HR department on any people related topics, including disciplinary issues
Customer Experience Team Leader Job Requirements
- A Bachelor’s degree in Business related course or its equivalent.
- A Diploma in Sales & Marketing will be an added advantage.
- At least 4 years’ of Customer Service experience in a B2C environment is highly desirable.
- Prior team leadership experience is desirable.
Required skills and key competencies
- Experience in a team leadership role or equivalent
- Good interpersonal skills to create a cordial relationship with team members
- Performance management, coaching and mentoring skills
- Good decision making and problem-solving skills
Click here to Read Details & Apply
2. Customer Experience Representative
- Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintain a positive, empathetic and professional attitude toward customers at all times.
- Keep records of customer interactions, process customer accounts and file documents
- Track and monitor the customer problem exceeding the agreed SLA’s and escalate to the required level of management until complete resolution.
- Work with the Customer Care Team Leader to ensure proper customer service is being delivered
- Track and monitor reopened, repeated customer problems, executing a special customer care plan on affected customers, developing actions plans and following up until complete resolution.
- Build sustainable relationships of trust through open and interactive communication with customers
- Contribute to team effort by accomplishing related results as needed
- Daily monitoring and reporting on the intake of customer problem by type, root cause, SLA compliance, average closing time and average pending time.
- Ensure customer satisfaction and provide professional customer support.
Customer Experience Representative Job Requirements
- A Bachelor’s degree in Business related course or its equivalent.
- A Diploma in Sales & Marketing will be an added advantage.
- At least 3 years’ of Customer Service experience in a B2C environment is highly desirable.
- Proven customer support experience or experience as a client service representative.
Click here to Read Details & Apply
The post Ongoing Recruitment at Dorbe-Leit in Kenya (August, 2018 Jobs) appeared first on Jobs in Kenya - http://jobwebkenya.com/.
The post Ongoing Recruitment at Dorbe-Leit in Kenya (August, 2018 Jobs) is republished from Jobs – Jobs in Kenya – http://jobwebkenya.com/
