Reports to: Operations Manager
Key Tasks
- Deal directly with customers either by telephone, electronically or face to face
- Evaluate requests for service or complaints and enter into CRM system.
- Follow up progress on customer inquiries.
- Produce up to date daily reports
- Act as customer advocate and liaise on customer’s behalf with other staff when required.
- Analyze, evaluate and resolve customer enquiries at the first point of contact
- Deal with customer complaints and resolve them with a positive problem-solving attitude.
- Process orders, forms, applications and requests
- Direct requests and unresolved issues to the designated resource
- Interact with Technical Support to assist customers with trouble resolution
- Keep records of customer interactions and transactions
- Communicate and coordinate with internal departments
- Actively look for ways in which the service could be improved
- Respond to input from customers and support team (complaints, praise and concerns) to help us identify better ways of providing the service
- Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that a longer term solution is provided
- Undertake customer satisfaction research
- Any other duties as assigned
Knowledge and Skills Requirements
- Degree/ Diploma in Business Administration, Computer Science or Information Systems preferred
- Knowledge of relevant computer applications
- Knowledge of customer service principles and practices
- Technical background (Telecommunications, IT, Network Solutions)
Qualified candidates should send CVs to recruitment@workforceassociates.net
Indicating current and expected salary.
Indicating current and expected salary.
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