Chloride Exide (K) Limited Customer Support Specialist Jobs in Kenya

Chloride Exide (K) Limited Customer Support Specialist Jobs in Kenya

Position Overview

  • The Customer Support Specialist is in charge of all back-office operations within the Customer Experience department and acts as the escalation point for the Call Centre and other internal teams.

  • The CSS is responsible for all written communications to customers via e-mail & social media and liaises with all internal departments towards managing wide-ranging customer issues including complaint resolution, follow-up of sales leads, requests for quotations and other customer queries.

    Key Responsibilities:

  • Manage escalations from the Contact Centre through the CRM system including customer complaints, sales leads, requests for quotations & invoices

  • Manage maintenance contracts in liaison with the Technical & Sales departments & provide monthly reports:

  • Facilitate for contract renewals by sending reminders to customers whose contracts have expired

  • File all contracts & prepare monthly maintenance schedules on CRM to facilitate customer visits by the Technical team

  • Co-ordinate welcome calls to all new customers through the Call Centre following conclusion of their solar installations to gauge satisfaction levels & share weekly & monthly reports.

  • Respond to queries received on the Customer Experience mailbox within the set SLAs

  • Manage and update the sales leads database, ensure information flow to the relevant sales teams & provide monthly reports

  • Manage all Kenya social media pages and respond to all queries within the set SLAs, log all customer complaints & sales leads on the CRM system while converting queries into sales.

  • Manage queries from the company’s website & facilitate for real-time responses on the live chat function

  • Co-ordinate the loyalty program & ensure that customers receive their rewards on a monthly basis

  • Participate in promotional activities for new products & services in liaison
    with the Sales & Marketing departments

  • Warranty claim management – Where necessary, assist the Battery Centre in claim management processes including provision of claim feedback to customers

  • Manage real-time NPS detractor feedback by calling customers to establish the reason for their dissatisfaction and facilitate for service recovery

  • Participate in all internal Customer Experience initiatives as may be drawn from time to time

    Skills & Experience:

  • Bachelor’s Degree in Business Administration, Sales & Marketing or related business studies
    Certification in a Customer Experience course / program will be an added advantage

  • Minimum 3 years’ professional experience in a customer experience back-office environment

  • Proven track record in facilitating for customer satisfaction & management of detractor feedback

  • Experience in digital marketing and managing social media sites

  • Proficiency in MS Excel & data analysis

  • Proven track record in upselling & cross-selling products & services

  • Aged between 28 and 33 years

  • Superior verbal and written communication skills, with an ability for tact and diplomacy

  • Excellent interpersonal, multi-tasking and time-management skills

  • Ability to work with diverse teams as a team player

  • Outgoing personality and demonstrated passion for customers

    How to Apply

  • If you meet these requirements and wish to be considered, please apply for the role through

  • by Saturday 11th July 2020.

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