Job Title: Customer Service
Representative
Ref: TSPL – HR –FM – 08 (1)
Reporting
to: Top
Management / Customer Service Manager / Senior Sales Executive
Liaisons: Accounts /
Production / Warehouse
Position Function: Serves customers by providing product and service information; resolving product and service problems.
Position Function: Serves customers by providing product and service information; resolving product and service problems.
Attend
directly to customers either by telephone, email or face to face.
Provide
help and advice to customers using the Company’s products.
Respond promptly to customer enquiries and orders.
Resolve product problems by clarifying the customers’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting corrections or adjustments and following up to ensure resolution.
Obtain and evaluate all relevant information to handle product and service inquiries.
Provide pricing, delivery information and perform customer verifications.
Organise workflow to meet customer timeframes, direct requests and unresolved issues to top management.
Manage customer accounts, keep accurate records of customer interactions/ correspondence and transactions.
Record details of all enquiries made by customers together with details of actions taken and prepare and submit customer activity reports to the top management.
Maintain and update customer databases.
Contribute to planning and implementing of sales and marketing strategies together with the team so as to achieve the envisioned business growth plan.
Identify avenues for product improvements and on new products by constantly researching and remaining up to date with current industry trends, market activities and competitors.
Develop partnership with customers to ensure successful market entry plans and trade management.
Maintain effective communication channels between sales department and other departments to ensure smooth execution of business plans and strategies.
To ensure complaints and after-sales service issues are managed in time and to the satisfaction of the customer.
Competencies Required
Respond promptly to customer enquiries and orders.
Resolve product problems by clarifying the customers’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting corrections or adjustments and following up to ensure resolution.
Obtain and evaluate all relevant information to handle product and service inquiries.
Provide pricing, delivery information and perform customer verifications.
Organise workflow to meet customer timeframes, direct requests and unresolved issues to top management.
Manage customer accounts, keep accurate records of customer interactions/ correspondence and transactions.
Record details of all enquiries made by customers together with details of actions taken and prepare and submit customer activity reports to the top management.
Maintain and update customer databases.
Contribute to planning and implementing of sales and marketing strategies together with the team so as to achieve the envisioned business growth plan.
Identify avenues for product improvements and on new products by constantly researching and remaining up to date with current industry trends, market activities and competitors.
Develop partnership with customers to ensure successful market entry plans and trade management.
Maintain effective communication channels between sales department and other departments to ensure smooth execution of business plans and strategies.
To ensure complaints and after-sales service issues are managed in time and to the satisfaction of the customer.
Competencies Required
- Minimum
Diploma in Business Management/ Customer Care or related field
- At
least 3 years customer care experience.
- Strong
understanding of customer service
- Fluent
in both English and Kiswahili
- Ability
to give full attention to customers.
- Strong
understanding of customer service
- Ability
to identify complex problems and offer solutions
- Analytical
thinking
- Attention
to detail
- Initiative
- Dependability.
- Excellent
communication skills and an astute negotiator.
- High
level of commercial awareness.
- Strong
analytical, problem-solving and decision-making skills.
- Strong
sense of teamwork and ability to work cross functionally with minimal
supervision.
- High
level of integrity.
- Very
organised and able to handle multiple activities
- Good
knowledge of IT systems and software.
Interested? E-mail your CV to jobs.cdlrecruitment@gmail.com
