Region: Mombasa, Nyeri and Nyandarua
Job Purpose
The Job purpose can be categorized as follows:-
Service and Standards
The Customer Service Executive is responsible for meeting the Customer Care Department Standards.
To ensure consistent standards of service excellence through implementation of continuous improvement initiatives.
Business Link
As the first point of contact to the customer, acts as a link between the customer and the business.
Keeps management informed of schedules, priorities, and problems.
Participates in performance appraisals.
Direct impact on the business
Responsible for growth of business through retention and relationship building.
Accountable for company assets e.g stocks
Key Accountabilities
Manage Customer Relationship and Documentation compliance and completion.
Maintain the defined quality of Customer service standards
Manage the customer contact queue and customers tolerance
Communicate and escalate factors that impact on customer experience to the appropriate Airtel departments.
Manage service delivery aligned to customer needs and business objectives
Monitor and maintain facilities
Manage service delivery aligned to customer needs and business objectives
Drive sales in the Walk in centers
Increase customer base in both prepaid and postpaid categories
Contribute to, monitor and report daily productivity on all revenue generating activities
Through contact with the customers, give feedback on customer reactions to products and services rendered
Achieve/exceed set targets
Communicate, improve interaction and escalate factors that impact on Customers experiences to appropriate departments
Ensure Customer complaints are addressed appropriately and resolution given within Service standards
Promotes and maintains a high quality, professional, service oriented company’s image among users.
Participate in quarterly employee satisfaction survey
Reduce instances of fraud in both prepaid and postpaid activations
Minimise leakage of revenue at the shops by enhancing proper controls
Skills & Knowledge
University Degree (with a business bias or equivalent)
A minimum of 2½ years’ experience in retail sales and customer service (experience in a telecommunication industry would be an added advantage)
Excellent, high level knowledge; complete understanding and wide application of technical principles, theories and concepts in the field of expertise and general knowledge of other related disciplines.
Kindly send your CV to recruitment@sheerlogicltd.com by 28th July 2020 clearly marking – “Customer Service Executive” (Please note that all applicants MUST indicate their preferred town when applying).
Apply via :
recruitment@sheerlogicltd.com
