Sheer Logic Management Consultants is seeking to engage dynamic individuals for Customer Service Executive position for one of our clients to be located in the following regions: Towns: Embu, Kapenguria, Narok and Kerugoya
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
Responsibilities
- 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
- 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 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
- 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 28th June 2021 clearly marking – “Customer
Service Executive” (Please note that all applicants MUST indicate the town when applying).
