Monday, July 23, 2012

CUSTOMER SERVICE REPRESENTATIVE JOB IN KENYA

Customer Service Representative

Reports To: Director

Role Objective

The Customer Service Representative is responsible for establishing and maintaining profitable relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met.



Duties and Responsibilities.
Deal directly with customers either by Telephone, Email and Face to face
Follow up on progress on customer inquiries to ensure customer satisfaction.
Raise job cards as per the customer orders on the LPO Produce up to date daily reports
Act as customer advocate and liaise on customer’s behalf in HODs meetings.
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.
Direct requests and unresolved issues to the designated resource person.
Interact with production department to assist customers with trouble resolution
Keep records of customer interactions and transactions
Actively look for ways in which the service could be improved
Respond to input from customers and production department (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 directors for improving the system and service to ensure that a longer term solution is provided.
Undertake customer satisfaction research. Any other duties as assigned.

Skills and Interests
Attention to detail and accuracy
Analytical skills
Good communication skills
Excellent interpersonal skills
High levels of professionalism, enthusiasm and a ‘can do’ attitude
Ability to work with a significant attention to detail and thoroughness
Strong interpersonal skills, ability to work with diverse groups
Ability to prioritize and work with a sense of urgency
Must be able to effectively handle stressful situations

Qualifications
Minimum diploma in Customer service, Public relations or a business related course
1 years experience in customer service position
Knowledge of relevant computer applications
Knowledge of customer service principles and practices
Those fulfilling the requirements of the above position should email their application together with a detailed CV, indicating your availability, expected and current salary via email to dafina@wananchi.com
On the Subject Line clearly state Customer Service Representative, not later than 27th July, 2012.