Customer Care Job in Kenya

Customer Care Job in Kenya

Job Title: Customer Care

Department: Operations

Reports To: Head of Operations

Job Objective:

Making sure every customer who comes through the door leaves happy, a customer service provides help and advice whenever they can.

Duties and Responsibilities:

Ensure to provide excellent customer service through phone, email, chat, etc. in a timely and accurate manner.

Serve as liaison between customer support team, management and clients to improve customer service and business productivity.

Analyze client complaints and provide appropriate corrective actions.

Assist directly or route clients to the appropriate personnel for assistance.

Ensure client satisfaction by meeting their needs in a courteous and timely manner.

Track, follow-up and resolve client’s outstanding issues in a timely fashion.

Develop customer service programs in order to provide outstanding service.

Prepare documentation and reports on routine customer correspondence for future reference purpose.

Assist in training peers on improving client support service.

Develop and maintain in-depth product knowledge.

Conduct customer surveys about the Institution’s service so as to obtain feedback.

Communicate customer feedback to technical and marketing teams in order to develop processes for better serving customers.

Maintain weekly reports on client inquiries, responses

and feedback so as to develop customer service analytics and trends.

Skills and Competencies:

Possess good communication and analytical skills

A team player

Ability to adjust priorities and manage time wisely in a fast-paced environment.

Problem solving skills

Experience in marketing and Business development in a clearing and forwarding company.

Computer Literacy

Education / Experience:

Minimum diploma graduate from a recognized university/college

Minimum of 5 years working experience.

How to Apply

Qualified candidates with Mombasa origin should send their CV including names of three referees and a daytime telephone contact and quoting current and expected salary to careersmombasa@gmail.com.

Interviews will be done on a rolling basis until the position is filled.

Only shortlisted candidates will be contacted.

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