Customer Service Representative Job in Kenya

Job Title: Customer Service Representative 
Reporting to: Top Management / Customer Service Manager / Senior Sales Executive
Liaisons: Accounts / Production / Warehouse 

Position Function:
 Serves customers by providing product and service information; resolving product and service problems.

Duties and Responsibilities

  • Attend directly to customers either by telephone, email or face to face.
  • Provide help and advice to customers using the Company’s products.
  • Respond promptly to customer enquiries and orders.
  • Resolve product problems by clarifying the customers’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting corrections or adjustments and following up to ensure resolution.
  • Obtain and evaluate all relevant information to handle product and service inquiries.
  • Provide pricing, delivery information and perform customer verifications.
  • Organise workflow to meet customer timeframes, direct requests and unresolved issues to top management.
  • Manage customer accounts, keep accurate records of customer interactions/ correspondence and transactions.
  • Record details of all enquiries made by customers together with details of actions taken and prepare and submit customer activity reports to the top management.
  • Maintain and update customer databases.
  • Contribute to planning and implementing of sales and marketing strategies together with the team so as to achieve the envisioned business growth plan.
  • Identify avenues for product improvements and on new products by constantly researching and remaining up to date with current industry trends, market activities and competitors.
  • Develop partnership with customers to ensure successful market entry plans and trade management.
  • Maintain effective communication channels between sales department and other departments to ensure smooth execution of business plans and strategies.
  • To ensure complaints and after-sales service issues are managed in time and to the satisfaction of the customer.
Competencies Required
  • Minimum Diploma in Business Management / Customer Care or related field
  • At least 3 years customer care experience.
  • Strong understanding of customer service
  • Fluent in both English and Kiswahili
  • Ability to give full attention to customers.
  • Strong understanding of customer service
  • Ability to identify complex problems and offer solutions
  • Analytical thinking
  • Attention to detail
  • Initiative
  • Dependability.
  • Excellent communication skills and an astute negotiator.
  • High level of commercial awareness.
  • Strong analytical, problem-solving and decision-making skills.
  • Strong sense of teamwork and ability to work cross functionally with minimal supervision.
  • High level of integrity.
  • Very organised and able to handle multiple activities
  • Good knowledge of IT systems and software.
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