19 Dec 2016

Customer Service Executive Jobs in Kenya 2016

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Customer Service Executive Jobs in Kenya

Our Client is in the FMCG Industry currently recruiting a Customer Service Executive

Customer Service Executive Job Key Roles and Responsibilties

  • To remain as basic point of contact for customers with queries, complaints, feedback’s, requests
  • Ensuring timely and professional responses to all complaints, requests and queries received
  • Research and compilation of answers for informational requests from customers
  • Proper recording and scrutiny of the complaints received
  • Maintain and develop external party relationships
  • Preparing reports on the activities of the Customer Care department
  • Efficient dealing of complaints to completion and enabling satisfaction of customer.
  • Rendering useful administrative support to other members of the team
  • Follow up on customer orders and ensure timely delivery
  • Follow up on new leads
  • Ensure accurate invoicing of clients handled and collection of payment

Role Summary

Customer Relationship Management

  • Efficient Complaints Handling; Track and maintain records for all the complaints received.
  • Give feedback in writing to customers for all the complaints raised; Analyse the complaints on a monthly basis and identify long-term solutions. Ensure clear communication when talking with the customers;

Efficient Order Processing

  • Include processing new client accounts, maintaining customer accounts, implementing changes to existing accounts, and filing documents and other paperwork; Maintain proper records for all orders received; Speed of invoicing
  • Assisting in Sales -Confer with customers by telephone or in person in order to provide information about products and services; Selling the company’s products – provide product or service information to assist customers in making a decision about a product to buy; help generate sales leads. Efficient telesales
  • Market Returns- Efficient Returns Handling Procedure; Ensure that the returns procedure is adhered to at all times – approvals should be considered before bringing back the products. Handling Problems –customer inquiries & complaints in accordance with the company’s guidelines and policies; send customers their replacement products or reverse erroneous fees

Requirements for the Customer Service Executive Job

  • A Business Related course in Marketing,Sales and Customer care.
  • A deep knowledge of the operations of a customer care department in an organisation.
  • Outstanding communication (written and oral) and interpersonal skills enabling one to deal with internal and external customer support professionally
  • Creative problem solving skills
  • Good understanding of the current market position of the product to which the customer support service is provided
  • Capacity to work both as an individual and as a team
  • Excellent organizational and time management ability
  • In depth understanding of customer relationship management
  • Excellent computer skills
  • Display of professionalism, courtesy and maturity
  • Speed/velocity and capable of meeting deadlines
  • In depth understanding of business processes and principles
  • Highly self-motivated, willing to learn and quick adaptation to new processes within less time frame
  • Basic computer knowledge with MS-Office, Outlook and effective browsing skills

Behavioural Competencies

  • People Management skills
  • Good interpersonal skills
  • Coordinating and organising ability
  • Active listening and attention to detail
  • Analytical skills
  • Negotiating Skills
  • Excellent selling skills
  • Assertive
  • Solution oriented
  • A strategic thinker.


How to Apply

If you feel you fit the above role, please send your CV only quoting the job title on the email subject to [email protected] N.B: We do not charge any fee for receiving your CV in our database nor for interviewing. Only candidates short-listed for interview will be contacted. For unsolicited applications, please send your CV to [email protected]

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