Job Summary:

• The Customer Care executives primary function is to attract customers by fielding inbound inquiries, and complaints from customers, troubleshooting issues as they arise and maintaining an open line of communication across the organization.
• The core responsibility is to ensure Rubis Energy customers experience excellent customer service.

Key Responsibilities:

• Manage all incoming customer calls.
• Supporting the customer through an email ticketing system.
• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Responding promptly to customer enquiries.
• Communicating with customers through all available platforms.
• Acknowledging, escalating, and ensuring all complaints are closed within 48hrs
• Maintains product database with product numbers, descriptions, and pricing information, updating new products.
• Mastering Rubis Energy products to ensure a positive customer experience and to strengthen the relationship between the business and its customers.
• Resolving customer complaints and managing feedback and queries. Providing detailed information to customers. Taking an ‘ownership’ approach to handling customer issues.
• Communicating and coordinating with internal customers as necessary to ensure a strong sense of urgency to resolve customer issues.
• Keeping records of customer interactions, comments, and complaints through the CRM.
• We are providing feedback to the customer care and order processing manager on the efficiency of the customer care process.
• Perform occasional customer site visits.
• Collect and measure customer feedback to ensure 95% customer satisfaction.
• Resolve product or service problems by clarifying the customers complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution of customer complaint.
• Prepare product or service reports by collecting and analyzing customer information through CRM.
• Be at the center of ensuring Rubis Energy Kenya has a customer-centric culture.

Requirements

• Undergraduate degree or an apprenticeship and additional certified qualifications.
• Up to 1 year experience.