Customer Care Executives Jobs in Nanyuki, Kenya

Customer Care Executives Jobs in Nanyuki, Kenya

Job Purpose

The Job purpose can be categorized as follows:

Service and Standards

  • The Customer Service Executive is responsible for meeting the Customer Care Department Standards.

  • To ensure consistent standards of service excellence through implementation of continuous improvement initiatives.

    Business Link

  • As the first point of contact to the customer, acts as a link between the customer and the business.

  • Keeps management informed of schedules, priorities, and problems.

  • Participates in performance appraisals.

    Direct impact on the business

  • Responsible for growth of business through retention and relationship building.

  • Accountable for company assets e.g stocks

    Key Accountabilities

  • Manage Customer Relationship and Documentation compliance and completion.

  • Maintain the defined quality of Customer service standards

  • Manage the customer contact queue and customers tolerance

  • Communicate and escalate factors that impact on customer experience to the appropriate Airtel departments.

  • Manage service delivery aligned to customer needs and business objectives

  • Monitor and maintain facilities

  • Manage service delivery aligned to customer needs and business objectives

  • Drive sales in the Walk in centers

  • Increase customer base in both prepaid and post paid categories

  • Contribute to, monitor and report daily productivity on all revenue generating activities

  • Throug contact with the customers, give feedback on customer reactions to products and services rendered

  • Achieve/exceed set targets

  • Communicate, improve interaction and escalate factors that
    impact on Customers experiences to appropriate departments

  • Ensure Customer complaints are adressed appropriately and resolution given within Service standards

  • Promotes and maintains a high quality, professional, service oriented company’s image among users.

  • Participate in quarterly employee satisfaction survey

  • Reduce instances of fraud in both prepaid and post paid activations

  • Minimise leakage of revenue at the shops by enhancing proper controls

    Skills & Knowledge

  • University Degree (with a business bias or equivalent)

  • A minimum of 2½ years’ experience in retail sales and customer service (experience in a telecommunication industry would be an added advantage)

  • Excellent, high level knowledge; complete understanding and wide application of technical principles, theories and concepts in the field of expertise and general knowledge of other related disciplines.

    How to Apply

  • Send your updated CV to by 9th January 2020.

  • Clearly indicate “Customer Care Executives – Nanyuki” as the job title.

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