Job Summary:

The Customer Service Executive position interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Excellent communication abilities and data entry skills in the CRM is a mandatory requirement.

Key Responsibilities

• Developing customer service procedures, policies and standards for the department, in agreement and as guided by the Sales Director.
• Answer to all customer queries / complaints / feedback in a timely manner and in accordance with the set SLA’s
• and agreed processes and reporting.
• Maintaining and updating the customer database and files as required
• To efficiently allocate incoming requests to the team, prioritizing actions and monitoring team resources in order to ensure customer deadlines are met.
• To schedule and deliver proactive customer facing activities aligned to the sales activities and goals.
• To build relationships with clients and identify opportunities and gaps in service. Communicating these to the business in order to take the right course of action where required, as well as feedback and learnings that benefit product development, client or company.
• Be a brand custodian and applying a service that boosts customer loyalty.
• To be highly proficient in using CRM and other customer service management tools and therefore following the process and continued improvement of the customer services management process.
• Ensuring that outstanding performance is recognized, and stories of success are shared with the team to the benefit of all.
• To communicate and be the focal point for the sharing of essential information within the CS team.
• To conduct performance reviews for the CS team, identifying areas of improvement and mentoring/coaching where needed.
• Scheduling and running customer surveys in accordance with the agreed survey tools.
• Liaising with the marketing and sales managers to identify upselling and cross-selling opportunities and supporting the sales team deliver on the strategy.
• General office administration and coordination.
• Undertake any other duties/responsibilities assigned by management.Prepare and submit sales reports and other paperwork for effective order processing and for management analyses.

Principal Outputs of this Role:

• Managing inputs into Navision and CRM relating to customer management.
• Ensuring that the CRM is well utilizes, performing to Job Description and KPIs given.
• Making follow ups on expired contracts due for renewal.
• Updating customer accounts in NAV and CRM with up-to-date information.
• Preparation of periodic NPS and survey reports as directed.
• Timely and accurate data entry for accurate reporting.

Authority

• Refer to KK Security Authority Matrix.

Accountability

• The Customer Service Executive is accountable to the Customer Service Manager- Nairobi for the responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance review and supported through the monitoring of KPIs.

Competencies

• Demonstrate a high degree of sensitivity, confidentiality when dealing with internal and external customers.
• A go-getter, enthusiastic, results oriented with excellent interpersonal, communication and social skills.
• A forward planner with clear focus, well-organized, detail-oriented and able to multi-task
• Have a high sense of accuracy, attention for detail and with strong analytical ability.
• Business acumen, strategic thinker with ability to make sound decisions for the business
• Have good numeracy, problem analysis and reporting skills;
• High moral standing with impeccable integrity; and
• Good market research skills and conversant with the market trends within the industry.

Qualifications

Qualifications & Experience:

• Bachelor Degree in Business administration or sales and marketing;
• At least five (5) years’ experience in customer service and sales field;
• Experience and exposure handling client’s complaints within the security industry; and
• IT Savvy with good working knowledge of computers.