Job description

The Role:

The Customer Service Executive will work closely with the Operations and Sales teams to serve existing and potential customers by providing product and service information while resolving product issues effectively.

Additional Benefits:

• Flexible hours and expressing spaces for lactating mothers.
• Breakfast or lunch provided depending on the shift.
• Transportation to home address provided for later shifts.
• Competitive salary.
• Opportunities for continued professional growth within a fast-growing enterprise.

Key responsibilities:

• Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
• Receive customer queries and ensure these are resolved in a timely manner.
• Help minimize defaults by reaching out to customers with delayed payments.
• Proactively contact dormant customers directly to resolve any pending issues. 
• Build repeat sales through strong customer relationships by focusing on customers’ wants and needs. 
• Check customer satisfaction degree after a sale and increase customer retention. 
• Make use of available opportunity to sell or advertise products to customers.
• Make sure that whatever response given to the customer(s) is in line with pre-organized communication scripts that have been prepared for different topics that cover customer-related issues.
• Route calls to the appropriate channel(s).
• Move complex issues or complaints to supervisors.
• Perform any other duties assigned .
• Must be flexible and easy to adapt and work with a diverse talented team.
• Must be Understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service.

The ideal candidate:

• Fluent speakers in Pokot, Somali, Turkana, Borana and Maasai are highly encouraged to apply.
• Has a Degree in mass communication, Business Administration; Sales and Marketing; or Customer Service Management .
• Has 1- 2 years’ relevant work experience .
• Possesses excellent interpersonal skills to enable an easy flow with customers at all times.
• Must possess good communication skills, especially for listening. This is necessary in a bid to ensure a clear retrieval and passage of information to customers.
• Must be able to multitask and manage time properly and effectively.
• Must be able to adapt to different situations and individuals.
• Ability to prioritize in the face of multiple tasks or assignments.
• Ability to work as part of a team if need be.
• Ability to work with little or no supervision.
• Must be self-driven at all times.
• Must have good knowledge of customer relationship or customer service practices.
• Must have good data entry and typing abilities.