Customer Service Executive Job in Kenya

Department: Customer Service

Position: Customer Service Executive
        
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 and respond to customers’ enquiries (e-mails 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 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
• 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

Key Competencies and Key Tasks
 

Drive for results    

• Set high performance standards and pursue agreed goals
• Strive for constant improvements and take responsibility for achieving business results and persevere despite obstacles
• Report problems to management with suggestions for resolutions

Understanding operations    

• Demonstrate an interest in and an understanding of issues relevant to your department
• Understand priorities, products and services and have a good grasp of how the department is run
• Bring best practices to the attention of the department

Problem solving and decision making    

• Diagnose problems and thoroughly analyze information to guide decision making
• Evaluate and assimilate critical information when reaching  conclusions and make logical, competent decisions

Team work   

• Demonstrate cooperation and trust with colleagues, managers, teams and across departments
• Actively participate in and conduct organized meetings.
• Interact with other staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.

Adaptability    

• Be open to new ideas and make changes in the job and routine as required
• Work in line with business requirements in a flexible and optimistic manner
• Complete tasks as directed by management

Planning and organizing    

• Establish action plans and schedules for meeting departmental priorities
• Assign responsibilities, allocate resources and coordinate the activities to yourself and others so as to meet the objectives given

Impact and influence   

• Promote your ideas persuasively and shape the opinion of your managers and to overcome resistance
• Build consensus for action and negotiate mutually beneficial solutions

Experience in the logistics industry is an added advantage

Email CV and salary requirements to recruitment@odumont.com with “Customer Service Executive” in the subject line