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Customer Service Executive Job in Kenya



Category: General Jobs in Kenya
Posted: Feb 10, 2014

Department: Customer Service

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 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 environment.
  • Demonstrate a positive and flexible approach to changing business priorities.
  • 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
Key Competencies and Key Tasks
 
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
Understanding operations    
  • Demonstrate an interest in and an understanding of issues relevant to your department
  • Understand priorities, products and services and have a good grasp of how the department is run
  • Bring best practices to the attention of the department
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
Experience in the logistics industry is an added advantage
Email CV and salary requirements to [email protected] with “Customer Service Executive” in the subject line
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