Reporting: Customer Service Manager
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-through mail, phone and face to face
- Work within agreed service levels, striving to exceed customer expectations wherever possible.
- Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic
- Take ownership of queries and proactively follow through to resolution.
- Ensure all customers’ queries are investigated and reported 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
- Mentoring and developing new staff to meet customer service requirements. Demonstrating willingness to assist team with day to day operations
- Maintain professional working relationship with internal and external customers, customer service management and colleagues
- Supports decisions made by Management and conveys positively to team members and other C/S locations.
- Perform quality assurance on work processed.
- Report workload statistics as required.
- Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
- Provide flexible support for team members and other teams and foster a positive and a motivating environment.
- Demonstrate a positive and flexible approach to changing business priorities.
- 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 Knowledge Job Demands
- Minimum Academic Requirement- Degree or Diploma in Clearing and forwarding
- Kenya Certificate of Secondary education
Other Specialist Training or Certifications
- DGR Category 6
- KRATI Certificate
Minimum Years of Relevant Experience
- 1 Year in a clearing and forwarding company as customer service is a MUST
Skills & Competencies
Competencies
- Excellent interpersonal
- Excellent communication skills
- Information management skills
The post Reputable Company Job Vacancy : Customer Service Executive appeared first on Jobs in Kenya - http://jobwebkenya.com/.
The post Reputable Company Job Vacancy : Customer Service Executive is republished from Jobs – Jobs in Kenya – http://jobwebkenya.com/
