Customer Care Jobs in Kenya


Sheer Logic Management Consultants is seeking to engage dynamic
individuals for 
Customer Service Executives position for one of our clients to be
located in the following regions:

Towns: Nyamira, Iten,
Homabay, Voi (they should be based in these towns)

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 postpaid categories

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

·        
Through 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 addressed 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 postpaid
activations

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

Skills & Knowledge

·        
Bachelor’s Degree from a recognized university.

·        
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:

Kindly send your CV to recruitment@sheerlogicltd.com by 29th
April 2021 clearly marking – “Customer Care Executive”

(Please note that all applicants MUST indicate the town when
applying).


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