JOB TITLE

 

CUSTOMER CARE REPRESENTATIVE

NATURE OF JOB

FULL TIME

INDUSTRY

 

SALARY

KSHS.30,000

JOB LOCATION

CBD, NAIROBI

DUTIES AND RESPONSIBILITIES

Handle Customer Inquiries:

  • Respond promptly and professionally to customer inquiries via phone, email, and social media channels (e.g., Facebook, Twitter, Instagram).
  • Acknowledge and greet customers in a friendly and courteous manner.
  • Actively listen to customer concerns and questions.
  • Provide accurate and detailed information about our products, services, policies, and procedures.
  • Guide customers through our website, online platforms, or service processes.

Resolve Customer Issues:

  • Troubleshoot customer problems and provide effective solutions.
  • Investigate and resolve customer complaints and disputes.
  • Escalate complex or unresolved issues to the appropriate department or supervisor.
  • Follow up with customers to ensure their issues have been resolved satisfactorily.
  • Document all customer interactions and resolutions in the CRM system.

Customer Relationship Management:

  • Build and maintain positive relationships with customers.
  • Proactively identify and address customer needs.
  • Personalize customer interactions whenever possible.
  • Promote customer loyalty and retention.
  • Gather customer feedback and suggestions for improvement.

Administrative Tasks:

  • Maintain accurate records of customer interactions and transactions.
  • Prepare reports on customer service metrics and trends.
  • Contribute to the development and improvement of customer service processes and procedures.
  • Assist with other administrative tasks as needed.

 

KEY REQUIREMENT SKILLS AND QUALIFICATION

  • 2+ years of experience as a Customer Service Representative or Receptionist
  • Excellent communication skills, both written and verbal.
  • Proven ability to handle customer inquiries and resolve issues.
  • Strong telephone etiquette and customer service skills.
  • Basic knowledge of social media platforms and their use in customer service.
  • Ability to work independently and as part of a team.
  • Proficiency in using CRM software (preferred).

 

HOW TO APPLY

  • If you meet the above qualifications, skills and experience share CV on

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  • Interviews will be carried out on a rolling basis until the position is filled.
  • Only the shortlisted candidates will be contacted.