Reports to: Sales & Admin Manager
Department: Administration
Location: Nairobi
General Responsibilities / Duties
Managing incoming calls and customer service inquiries.
Identifying and assessing customers’ needs to achieve satisfaction.
Writing down customer orders and issue the orders to dispatch.
Ensuring that the payments for cash sales are done before receipts for any order are generated.
Coordinate on delivery of customer’s order to ensure all the deliveries have been done on time.
Give instructions in the evening to ensure all trucks have been loaded in the evening for the morning deliveries.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Provide accurate, valid and complete information by using the right methods/tools.
Meet personal /customer service team sales targets and call handling quotas.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution, keep records of customer interactions, process customer accounts and file documents.
Follow communication procedures, guidelines and policies.
Recommends potential products to management by collecting customer information. Contributes to team effort by accomplishing related results as needed.
Take extra mile to engage customers.
Requirements
Diploma / Degree in customer care or related field
At least 2years experience in a FMCG
Must be above 30years.
