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Wednesday, March 1, 2017
Customer Care Executive Job in Kenya
Job Profile: Customer Care Executive
Reporting to: Team Leader
Position Summary:– The Customer Care Executive will provide great customer experience by showing empathy, creating rapport and building trust through contact with the customers by answering incoming calls/SMS to: answer inquiries and questions, handle complaints, troubleshoot problems and provide information, solutions and advice.
Key competencies and attributes:
Experience in a Call Center will be an added advantage
Excellent telephone etiquette
Great communication skills
Outstanding customer service skills
Should be customer service oriented with a focus on meeting the needs of the customer first
Must be a computer literate with exceptional computer skills
Good problem solving skills with ability to handle complaints in a polite; empathetic and professional manner
Great listening and influencing skills
Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
Maintains a positive attitude and enthusiasm when faced with routine work
Dynamic and energized individual.
Ability to multi task
Maintains high levels of integrity and confidentiality of client information.
Must be a critical thinker
Provide customers with product and service information by clearly explaining procedure, answering questions and providing information
Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures
Attract potential customers by answering product or service questions, and suggesting information about other products and services.
Receive incoming calls and provide general and technical support to customers on all products via and/or SMS
Maintain customer experience levels within the stipulated quality standards.
Quickly understand the customer’s needs and providing the best resoultion.
Conduct Happy Calls and Customer Satisfaction Survey calls
Collect, confirm and update client information to standard operating procedures
Record and follow up on general queries and complaints
Conduct a predetermined number of CSAT surveys
Handle complaints in a polite and professional manner by managing and resolving customer complaints
Understand and adhere to the escalation process.
Research required information using available resources.
Handle online customer support if required (Emails, chat, blogs etc.)
Updates self on job knowledge by studying and understanding new product descriptions and / or new service processes
Recommend process improvements for process excellence
Recognize, document and alert the Team leader of trend in customer calls
Maintain communication equipment in working order and reporting problems promptly
Knowledge and skills:
Degree or Diploma in any business related field.
Fluent in the English and Swahili Language proficiency (neutral and clear accent)
Proficient in MS Office Suite.
Successful Candidates MUST be willing to work in a shift pattern assignment within a 24 hour operational environment.
Must possess a Valid Certificate of Good Conduct
Qualified and Interested candidates to send their resumes to firstname.lastname@example.org clearly indicating the position on the subject line. All applications should reach us by 17th March 2017