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Thursday, March 29, 2012

Customer Service Coordinator Job in Kenya

Job Title:Customer Service Coordinator 

Reports to:Operations Manager

Summary: Deal with common transactions such as availing of services, complaints, procedural inquiries and technical problems. Play a critical role in providing an interface between customers and the company.

Key Tasks
  • Deal directly with customers either by telephone, electronically or face to face
  • Evaluate requests for service or complaints and enter into CRM system.
  • Follow up progress on customer inquiries.
  • Produce up to date daily reports
  • Act as customer advocate and liaise on customer’s behalf with other staff when required.
  • Analyze, evaluate and resolve customer enquiries at the first point of contact
  • Deal with customer complaints and resolve them with a positive problem-solving attitude.
  • Process orders, forms, applications and requests
  • Direct requests and unresolved issues to the designated resource
  • Interact with Technical Support to assist customers with trouble resolution
  • Keep records of customer interactions and transactions
  • Communicate and coordinate with internal departments
  • Actively look for ways in which the service could be improved
  • Respond to input from customers and support team (complaints, praise and concerns) to help us identify better ways of providing the service
  • Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that a longer term solution is provided
  • Undertake customer satisfaction research
  • Any other duties as assigned
Knowledge and Skills Requirements
  • Degree in Business Administration, Computer Science or Information Systems preferred
  • Knowledge of relevant computer applications
  • Knowledge of customer service principles and practices
  • Technical background (Telecommunications, IT, Network Solutions)
  • Excellent interpersonal skills
  • High levels of professionalism, enthusiasm and a ‘can do’ attitude
  • Ability to prioritize and work with a sense of urgency
  • Ability to work with a significant attention to detail and thoroughness
  • Strong interpersonal skills, ability to work with diverse groups
  • Must be able to effectively handle stressful situations
  • Work with minimum supervision
  • Attention to detail and accuracy
  • Analytical skills
  • Excellent negotiation and conflict resolution techniques

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