Customer Service Executive Job Opportunities in Kenya

Position: Customer Service Executive

Reporting: Customer Service Manager

Job Purpose: Customer service executive is supposed to formulate resolution and respond in a timely and accurate manner, with the aim of providing excellent customer services and establish the expectations. 

A CSE will handle phone, internet and face to face interactions with clients. 

He/ she will manage client adjustments, claims, quotations and process customer orders.

Will network with all groups and departments involved in customer orders, processing and support.

Key Responsibilities

• Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and face to Face)
• Work within agreed service levels, striving to exceed customer expectations wherever possible.
• Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Customer Service Manager
• Assist the Customer / Client Service Manager and management with any special projects assigned and provide backup to team manager when necessary.
• Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary
• Mentoring and developing new staff to meet customer service requirements. Demonstrating willingness to assist team with day to day operations
• Maintain professional working relationship with internal and external customers, customer service Management and colleagues
• Supports decisions made by Management and conveys positively to team members and other C/S Locations.
• Perform quality assurance on work processed.
• Report workload statistics as required.
• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Provide flexible support for team members and other teams and foster a positive and a motivating

Drive for results

• Set high performance standards and pursue agreed goals
• Strive for constant improvements and take responsibility for achieving business results and persevere despite obstacles
• Report problems to management with suggestions for resolutions

Problem solving and decision making

• Diagnose problems and thoroughly analyze information to guide decision making
• Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions

Team work

• Demonstrate cooperation and trust with colleagues, managers, teams and across departments
• Actively participate in and conduct organized meetings.
• Interact with other staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.

Adaptability

• Be open to new ideas and make changes in the job and routine as required
• Work in line with business requirements in a flexible and optimistic manner
• Complete tasks as directed by management

Planning and Organizing

• Establish action plans and schedules for meeting departmental priorities
• Assign responsibilities, allocate resources and coordinate the activities to yourself and others so as to meet the objectives given

Impact and influence

• Promote your ideas persuasively and shape the opinion of your managers and to overcome resistance
• Build consensus for action and negotiate mutually beneficial Solutions

eMail: recruitment@careerdirections.co.ke