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Customer Service Executive
 Job Re-Advertisement

Category: General Jobs in Kenya
Posted: Mar 17, 2014

Customer Service Executive
 – Re Advertisement     
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.

Experience working in the shipping industry, in clearing and forwarding, cargo handling or logistics industry is a MUST.

Key Responsibilities

  • Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and face to face)
  • Maintain corporate client relations
  • Maintaining a strong knowledge of products of the company.
  • Work within agreed service levels, striving to exceed customer expectations wherever possible.
  • 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 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
  • Maintain professional working relationship with internal and external customers, customer service management and colleagues
  • Report workload statistics as required as well as other reports
  • Provide flexible support for team members and other teams and foster a positive and a motivating environment.
  • Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement
  • Identify and escalate recurring or consistent problems with systems functionality
  • Assist in documenting any requirements information and process maps clearly and to the agreed standards
  • Report to local management on progress of selected projects
Skills and Qualifications:

  • Bachelor’s degree in a social science
  • Demonstrate a positive and flexible approach to changing business priorities.
  • Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
  • Excellent oral communication skills, interpersonal skills and superb listening skills.
  • Knowledge of sales and relationship building process.
  • Must be able to work accurately, under pressure, to meet strict deadlines. •Proficient in Microsoft applications (Word & Excel)
  • Good reporting skills
Email CV and salary requirements to [email protected]  with “Customer Service Executive” in the subject line.
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