Customer Service Executive
Job type
Full Time
Qualification
BA/BSc/HND
Experience
1 year
Location
Nairobi
Deadline
Oct 23
Job description & requirements
Position Objective:
To deliver high-quality customer service by effectively handling customer inquiries, providing accurate information, and ensuring customer satisfaction through efficient and professional interactions.
Specialized Duties:
- Handle inbound and outbound calls, emails, and chats (whatever applicable) in a professional and timely manner.
- Understand and communicate company products, services, and policies accurately.
- Provide solutions to customer inquiries and resolve complaints effectively.
- Ensure adherence to call scripts, protocols, and quality standards.
- Maintain customer interaction records in the system for future reference.
- Escalate unresolved issues to the appropriate department or supervisor.
- Follow up with customers to ensure their concerns have been addressed satisfactorily.
- Maintain a positive and empathetic attitude while interacting with customers.
- Participate in training programs to enhance product knowledge and customer service skills.
- Support marketing and sales initiatives by providing customers with relevant information (if applicable).
Operational Duties
- Meet performance KPIs which is provided and signed.
- Adhere to company policies, procedures, and compliance guidelines.
- Maintain a high level of professionalism and integrity in all interactions.
- Work closely with team members to improve overall service quality.
- Participate in team meetings, coaching sessions, and feedback discussions.
- Stay up to date with company updates, new product launches, and industry trends.
Recruitment Criteria
Required Experience:
Experience:
Minimum 1 year of experience in customer service or a call center environment.
Education:
- High school diploma or equivalent required
- Bachelor’s degree in any related field is an added advantage
- Medical background is an added advantage
Skills & Competencies:
- Strong verbal and written communication skills.
- Excellent interpersonal and listening abilities.
- Proficiency in computer applications and CRM systems.
- Strong problem-solving and conflict resolution skills.
- Ability to handle high-pressure situations professionally.
- Strong attention to detail and accuracy.
- Ability to multi-task, prioritize, and manage time efficiently.
- A positive and customer-focused attitude.
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